Sr. Customer Success Operations Manager

Sr. Customer Success Operations Manager Menlo Security's https://www.menlosecurity.com/ mission is enabling the world to connect, communicate and collaborate securely without compromise. COVID-19 has made our mission all the more real. We support customers across various enterprises including Fortune 500 companies, 9/10 of the largest global banks and the Department of Defense. The world has fundamentally changed. We are growing from 400 employees into the next phase of our journey, and we need passionate talent filled with empathy and agility. The right candidate for the job is ethical, hyper-organized, fanatical about seeing things through to completion, service-oriented, and humble enough to take feedback and coaching yet confident enough to provide feedback and coaching. Menlo is well-funded for growth and our investors are second to none. They include Vista Equity Partners (“Vista http://www.vistaequitypartners.com/?utm_source=vistapressrelease&utm_campaign=menlosecurity”), General Catalyst, JPMC, American Express, HSBC, and Ericsson Ventures. Job Description: Menlo Security is looking for a CS Operations Lead to be the foundational operational and strategic partner for our rapidly growing GTM Strategy & Operations organization. This person will be instrumental in ensuring the Customer Success team can operate with maximum efficiency and scale, enabling them to focus on delivering exceptional value to our customers, which include Fortune 500 companies and government agencies. You will own the entire CS tech stack, including Gainsight and related tools, drive actionable insights through data analytics, and optimize the end-to-end customer journey from pre-sales engagement through to renewal. This role is a key cross-functional collaborator, working closely with Sales Operations, Finance, and Product to build transparent processes and shared accountability that directly influence customer retention and lifetime value, helping us secure the way people work. What You’ll Be Doing - Manage Renewal Operations: Implement and improve the processes, workflows, and forecasting methodologies necessary to execute a frictionless, predictable renewal motion, partnering closely with Sales and Finance. - Drive Data Analytics & Reporting: Design, build, and maintain key dashboards and reporting (e.g., QBR content, executive summaries) on critical CS metrics such as Customer Health Score, Net Revenue Retention (NRR), Churn, Expansion, and Customer Lifetime Value (CLV). - Own the CS Technology Stack: Administer, optimize, and manage the core CS systems, including Gainsight and integration with other tools. - Optimize the Customer Lifecycle: Design, document, and implement scalable customer journey playbooks (e.g., Onboarding, Adoption, Renewal) that define the right human-led and digital touchpoints to ensure customers achieve their desired outcomes. - Serve as a Strategic Operations Advisor: Act as the primary thought partner to CS Leadership, identifying process bottlenecks, proposing efficiency improvements, and driving strategic projects that enable the team to scale operations globally. - Support CS Enablement: Collaborate with the enablement team on training, documentation, and best practices around new tools, processes, and playbooks to ensure CSMs operate with clarity and consistency. - Foster Cross-Functional Alignment: Collaborate with Sales, Marketing, and Product teams to align CS data, processes, and metrics with the broader go-to-market strategy, ensuring a unified customer experience. Key Position Outcomes & Deliverables: Critical Outcome: The Customer Success organization operates efficiently, consistently, and at scale, resulting in industry-leading retention rates and a predictable revenue stream. - Help achieve Net Revenue Retention (NRR) target. - Increase CS Operations process efficiency (e.g., reducing time spent on manual reporting). - Ensure data integrity and consistency between Gainsight and CRM. ... (truncated, view full listing at source)