Hybrid Customer Success Operations Manager

at Nooks

• Job title: Customer Success Operations Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $140,000 - $180,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, San Francisco, United States

About the role

• Customer Success Operations Manager responsible for defining, operating, and scaling metrics and processes at Nooks.ai. Working closely with CS leadership to ensure high post-sales performance.

Responsibilities

• Define and own the core metrics, KPIs, and performance frameworks that govern Customer Success and Support
• Design and maintain CS dashboards and reporting that translate data into clear, actionable insights for CS leadership
• Own customer health scoring logic and segmentation models across high, medium, and low-touch customer segments
• Proactively surface trends, risks, and opportunities, influencing leadership decisions through data-backed recommendations
• Ensure accuracy, consistency, and trust in CS data across all systems of record
• Own the CS operating cadence, including forecasting rhythms, performance tracking, and planning cycles
• Execute day-to-day CS operations tasks that keep the business running
• Design, document, and continuously improve CS processes such as book of business structure, capacity modeling, renewals workflow, and escalation paths
• Partner with CS and Support leadership to evolve the post-sales operating model as the business scales
• Drive cross-functional alignment with Sales, Product, and Marketing to improve customer experience and post-sales execution
• Own the CS technology stack end-to-end, from requirements gathering through configuration, rollout, and ongoing optimization
• Design and implement workflows, automations, and customer lifecycle journeys within HubSpot and adjacent CS tools
• Help to build and scale digital success programs across customer segments
• Evaluate tooling gaps and implement best practices, standardization, and automation to improve CS efficiency and effectiveness

Requirements

• 4+ years of experience in Customer Success Operations, Revenue Operations, or management consulting
• Proven experience owning CS metrics, health scoring, renewals forecasting, and post-sales performance management
• Hands-on experience with CS and SaaS technology stacks such as HubSpot, Gong forecasting, Pylon, Looker, and Gainsight
• Advanced ability to build and maintain dashboards, reports, and data models that drive executive decision-making
• Strong analytical judgment with the ability to move beyond reporting into insight, prioritization, and recommendation
• Demonstrated success designing scalable CS processes and operating models in high-growth SaaS environments
• Strong project ownership skills with the ability to independently drive complex, cross-functional initiatives
• Comfort operating with ambiguity and shaping structure where none exists
• Builder mindset with a bias toward action and measurable impact
• Deep empathy for customer-facing teams and a strong investment in their success.

Benefits

• Competitive compensation
• Equity
• Generous perks
• Comprehensive benefits