Career Section Mid Level Jobs

Customer Success Operations Manager | Job Description

Customer Success Operations Manager

Similar roles:

customer operations manager, customer service operations manager, customer support operations manager

Job level:


Average annual salary:


Role in Customer Success Team:


Reports to:

director of customer success operations, director of customer success, head of customer success

Summary points:

Key Responsibilities: What Does a Customer Success Operations Manager Do?

Customer Success Operations Managers are the heart and center of CS strategy. They work with the CS Ops team to form all CS initiatives into a cohesive, strategic approach to customer relationships and operations.

CS Ops managers, often called simply Customer Operations Managers, oversee account setup and the execution, implementation, and technical integrations for each account under their wing.

This role also handles the internal customer success setup, ensuring all tools used by customer-facing departments are correctly integrated and aligned with established metrics, health scores, and KPIs, which they also help select.

Key Responsibilities:

  • Advising the company-wide Customer Success strategy, ensuring “strategy” is part of the team’s scope of responsibility, so they don’t lose sight of customers and their goals.
  • Managing account setup, maintaining accounts, overseeing or directly facilitating implementation.
  • Collaborating with relevant team members (sales, account managers, CSMs, product managers, and others) to deliver custom implementation plans for each account.
  • Overseeing execution, technical integrations, and ensuring the quality of the products / services delivered during onboarding, implementation, and beyond.
  • Working with the customer success team to ensure customers receive value and a high ROI from the products / services they’ve purchased.
  • Reviewing customer technical issues and working with other technical CS team members to solve them.
  • Meeting customers to review technical setup & implementation on-site (where applicable).
  • Overseeing account metrics and analytics and aiding with, or creating, reports
  • Planning customer lifecycles and setting the correct reachout process, including time of reach out, channels, and touchpoints, and enabling the success of the CS team.
  • Conducting risk management analysis for all clients.
  • Cross-functional team management, compensation management, and contributing to decisions regarding team structures.
  • Implementing and managing CS software and CS Ops activities and keeping systems updated.

Skills and Competencies

Here are the necessary skills to be a good Customer Success Operations Manager

  • Minimum 3 years of experience in Customer Success or Customer Support with proven Operations or Technical expertise. Relevant courses / training are nice-to-have but only required by some job postings.
  • Excellent analytical skills and experience in merging complex datasets to find trends and insights about customers, with the ability to drive customer success and inform the efforts of the entire team.
  • Automation and playbook setup, automating tech-touch.
  • Monitoring internal team processes.
  • Revenue forecasting.
  • Monitoring customer metrics and activity.
  • Project management and account management.
  • Expert reporting skills and proven experience applying data hygiene, intelligence, and governance principles.
  • Experience communicating and reporting operational data to cross-functional internal stakeholders.
  • Advanced IT&C knowledge and capabilities and ability to quickly learn and perform in new software environments.

Good Training Materials and Programs

Here is a list of articles, guides, courses, and other resources that provide good training for professionals in this position:
Customer Service Operations


Customer Success Manager: Fundamentals
Customer Success Certificate Program

Portland State University

Advanced Project Management Certificate Program (APM)


The Full Guide to Customer Health Scores
How to Properly Scale Customer Success Operations
Customer Success Master Class

Potential Roles to Grow into

If you’re starting from this position, here are some roles you can consider in the future:


Director of Customer Success Operations

Average annual salary: $106,905

Role in Customer Success Team: Management

Reports to: director of customer success, VP of customer success, chief customer officer


Director of Customer Success

Average annual salary: $156,985

Role in Customer Success Team: Management

Reports to: VP of Customer Success, Chief Customer Officer


Chief Customer Officer

Average annual salary: $233,800

Role in Customer Success Team: Management

Reports to: chief executive officer


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