The Senior Customer Success Operations Manager will enhance analytical systems for the CS team, drive data visibility for decision-making, and lead cross-functional programs focused on customer retention and efficiency.

Own and scale CS systems and data infrastructure: administer Salesforce automations, ensure data integrity, build BigQuery/SQL reporting for retention and expansion, support renewal and partner program operations, and enable cross-functional execution to improve retention and operational efficiency.

Owner of lifecycle and email marketing for onboarding, activation, feature adoption, retention, and resurrection. Build and optimize automated journeys and ad-hoc campaigns in Iterable and Pardot, run A/B tests, analyze performance with Amplitude/Looker, coordinate cross-functionally, and improve deliverability and segmentation to drive activation and retention for B2C and B2B audiences.