Hybrid Customer Success Operations Manager

at Vasion

• Job title: Customer Success Operations Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, St George, United States

About the role

• Customer Success Operations Manager at Vasion, focusing on systems and processes for Customer Success. Supporting operational excellence and data-driven strategies for exceptional customer experiences.

Responsibilities

• Own the administration, configuration, and optimization of our CS platform.
• Evaluate, implement, and integrate new tools that improve team productivity and customer visibility
• Serve as the internal subject-matter expert for CS technology, providing training and support to the broader team
• Partner with Business Operations to ensure clean data flows across the CRM and CS tech stack
• Collaborate with the Business Intelligence team to build and maintain dashboards and reports that surface key CS metrics — NRR, health scores, engagement trends, and more
• Translate data into actionable insights for CS leadership to inform strategy and resource allocation
• Establish a consistent data governance framework to ensure accuracy and reliability across CS reporting
• Conduct ad hoc analyses to investigate churn drivers, expansion patterns, and customer behavior
• Collaboration with GTM Compensation team on plan design and execution
• Design, document, and iterate on scalable onboarding programs and customer journey playbooks
• Collaborate with CS Managers to identify gaps in the customer experience and build operational solutions
• Develop and maintain a CS playbook library covering key moments: onboarding, QBRs, escalations, expansions, and renewals
• Partner with Enablement or L&D to ensure playbooks are adopted and consistently executed by the team
• Internal enablement and best practices
• Build and maintain a renewals forecasting model that gives leadership clear visibility into upcoming renewals and risk
• Develop early-warning systems using health score data, usage signals, and engagement trends to flag at-risk accounts
• Support the renewals process operationally — tracking renewal timelines, coordinating with Finance and Legal as needed, and ensuring no renewal falls through the cracks
• Produce regular churn analysis reports to identify systemic risk factors and inform proactive retention strategies

Requirements

• 3–5 years of experience in Customer Success Operations or a closely related field at a B2B SaaS company
• Hands-on experience administering a CS platform (Gainsight, Client Success, ChurnZero, Totango, etc.) and Salesforce
• Strong analytical skills with proficiency in Excel/Google Sheets
• Proven ability to design and document processes and playbooks that non-operational teams can actually follow
• Comfortable working with ambiguity and building structure where little exists
• Excellent communication skills — you can translate complex data into clear narratives for non-technical stakeholders
• Detail-oriented and highly organized, with the ability to manage multiple projects simultaneously
• Nice to Have
• Familiarity with customer health scoring methodologies
• Background in customer success or account management prior to moving into operations

Benefits

• Flexible work environment
• Vacation Bonus
• Flexible paid time off
• Paid parental leave
• Competitive pay
• A full suite of traditional benefits
• Training/Advancement opportunities
• 401k with company match and immediate vesting
• Financial wellness education
• Company-contributed HSA
• Onsite perks include gym, pickleball, snacks & drinks, arcade, theater room, etc.