As a Customer Success Operations Manager you will play a crucial role in supporting our Customer Success team by focusing on tooling reporting and process improvement Your primary responsibility will be to ensure that our Technical Success Managers TSMs have the necessary systems and insights to deliver value to our customers effectively By owning the administration of CS platforms managing reporting pipelines and driving operational excellence you will contribute to the overall success of our organization Your responsibilities will include managing the daytoday operations of the CS platform configuring integrations and ensuring adoption by TSMs You will also be tasked with building and maintaining dashboards in Datadog and Grafana to track customer health signals and platform performance Additionally you will manage reporting pipelines from the database to provide TSMs and leadership with accurate actionable insights In this role you will provide light Salesforce administration to ensure that CS data is structured and reliable You will develop and automate reporting on customer adoption engagement segmentation and risk signals Collaboration with CS leadership to create renewals forecasting dashboards and health score frameworks will be key in driving success metrics consistency Furthermore you will document and optimize CS processes to enhance efficiency and consistency By creating repeatable playbooks for tracking customer journeys and success milestones you will streamline operations Implementing alerting mechanisms to notify TSMs of changes in customer usage or risk profiles will be essential in proactively managing customer relationships As the central owner of CS tooling and backend workflows you will aim to reduce manual work for TSMs and ensure data integrity across various platforms Your role will involve continuously seeking opportunities to automate reporting and operational tasks with a preference for using GitLab for version control To be successful in this role you should have at least 3 years of experience in Customer Success Operations Revenue Operations or a related operations role Handson experience with Vitally or similar CS platforms as well as proficiency in Datadog Grafana and SQLbased reporting environments is required Additionally Salesforce administration skills and robust analytical abilities are essential for designing building and automating dashboards and reports Experience with GitLab for managing reporting and automation scripts is preferred along with familiarity in renewals forecasting segmentation modeling and scripting or automation tools A background in SaaS security dataheavy or technical CS environments would be advantageous Ultimately your success will be measured by the accuracy and realtime nature of the reporting provided to CS leadership the increased focus of TSMs on driving value with customers rather than managing tools the documentation and automation of operational processes and the proactive management of tools and systems for continuous improvement