Customer Success Operations Manager

Envoy protects the places the world relies on most by unifying people, spaces, and communications in one secure, integrated workplace management platform and ecosystem. More than 16,000 workplaces around the world trust Envoy to run secure, compliant, and connected operations across every location. From manufacturing sites and data centers to life sciences labs, healthcare facilities, and corporate headquarters, Envoy unifies visitor management, risk assessment, mailroom management, digital signage software, resource booking, and emergency management into one integrated platform. With deep integrations across access control, identity, compliance screening, and collaboration tools—including LenelS2, Brivo, Genetec, Honeywell, Cisco Meraki, Okta, Microsoft Azure, Microsoft Teams, Slack, ServiceNow, DocuSign, Avigilon Alta, and Descartes Visual Compliance—Envoy helps organizations reduce risk, stay audit-ready, and operate with clarity at scale. Learn more at envoy.com http://envoy.com ABOUT THE ROLE We are looking for a Customer Success Operations Manager to help scale and optimize our post-sales organization. In this role, you will partner closely with CS leadership and cross-functional teams to drive operational rigor, scalable systems, and data-driven decision-making across Customer Success, Renewals, Solutions Engineering (pre- and post-sales), and Support. Reporting to the Head of CS Operations, you will be a strategic and hands-on partner to CS leadership; own post-sales data, compensation operations, tooling, automation, and large-scale operational programs.You http://programs.You will execute high-impact initiatives that strengthen systems and processes, equipping customer-facing teams with the insights and infrastructure needed to perform at a high level while enabling the organization to scale efficiently. The ideal candidate is a motivated self-starter who thrives in ambiguity, is passionate about supporting customer-facing teams, and brings strong analytical, communication, and project management skills. This is an on-site position that requires working 4 days a week (Monday-Thursday) at our San Francisco HQ. YOU WILL Post-Sales Strategy & Analytics - Own post-sales data and insights management including churn, expansions, pipegen, product usage, customer health metrics, NPS, and team performance dashboards. - Build and maintain dashboards and executive-ready reporting for QBRs, offsites, and board presentations. - Translate large, complex datasets into actionable insights and clear narratives for CS teams. - Maintain data accuracy across Salesforce, BI tools (Omni/Looker), Vitally, and related systems; establish processes to ensure ongoing data integrity. - Translate business requirements into technical specifications for Data/BI teams and communicate outcomes across technical and non-technical audiences. CS Compensation & Performance Operations - Manage quarterly compensation plans, SPIFFs, quota tracking, and attainment reporting. - Support headcount planning and capacity modeling for the Success organization. - Build dashboards and reporting frameworks that drive performance visibility and accountability. Operational Excellence & Automation - Support and execute large-scale, cross-functional operational programs (e.g., customer scale, NPS, advocacy, product launch readiness), partnering across Data, Product, Finance, Marketing, and GTM to ensure strong execution. - Drive automation and process optimization initiatives, proactively leveraging and learning emerging AI tools, to improve efficiency, scalability, and workflow quality. - Identify and implement systems and tooling enhancements while managing and optimizing the CS tech stack (Vitally, Omni, Intercom, and related systems), continuously evaluating new technologies to support growth and scalability. - Proactively streamline workflows and document and execute process improvements that increase productivity and operational clarity across the CS organization. Program & Project Management - Lead large-scale, complex, cross-functional operational programs across the Success organization. - Work directly with CS leadership and frontline teams to deeply understand business processes and operational needs, translating them into clear execution plans. - Own the end-to-end rollout of new initiatives, systems, and processes, driving structured program management, change management, and communication plans to ensure successful adoption. - Collaborate closely with Data, Finance, and broader GTM teams to ensure alignment and coordination across go-to-market functions. YOU HAVE - 3-5 years of experience in Customer Success Operations, Revenue Operations, or related SaaS operational roles. - Strong proficiency in Excel / Google Sheets. - Basic SQL proficiency - Experience with Salesforce (CRM), BI tools (Looker, Omni, or similar), and Customer Success tools (Vitally, Gainsight, or similar). - Strong experience managing post-sales analytics (retention, churn, expansions, performance tracking). - Experience owning or operationalizing NPS and customer feedback programs - Experience implementing or optimizing CS tooling, including data integration and team enablement. - Experience leveraging and learning new AI tools to improve workflows, automate processes, and increase operational efficiency. - Experience leading cross-functional projects from planning through execution. - Data-driven and systems-oriented mindset. - Strong stakeholder management and communication skills. - Organized self-starter who operates effectively both independently and cross-functionally. NICE TO HAVE - Experience scaling post-sales operations in a high-growth SaaS environment. - Experience managing compensation plans, quotas, SPIFFs, and performance reporting. - Experience supporting headcount planning or capacity modeling. - Familiarity with tools such as Jira and Intercom. - Experience supporting headcount planning and capacity modeling. - Exposure to ARR modeling or deeper financial partnership with Finance. YOU ARE - A strategic, systems-oriented operator who leverages automation and AI to scale impact. - Proactive in identifying inefficiencies and redesigning workflows through tooling and integrations. - Highly analytical and data-driven, turning insights into clear operational action. - Organized and autonomous, able to drive complex, cross-functional initiatives end-to-end. - A strong communicator who translates technical concepts into business outcomes and builds trust across teams. YOU'LL GET - A high degree of trust in your ideas and execution. - An opportunity to partner and collaborate with other talented people. - The ability to make an immediate impact in helping customers create a great workplace experience. - Support for your personal and professional growth. - High impact, high visibility. You will work directly with CS leadership and partner cross-functionally across Data, Product, Finance, and GTM - your work will shape how the entire post-sales organization operates. - Build and scale. This is an opportunity to design and implement systems, tooling, and automation that meaningfully improve how Customer Success operates at scale. - Own meaningful programs. From NPS to automation initiatives to cross-functional operational programs, you’ll drive initiatives that directly impact retention, expansion, and customer experience. - Data-driven influence. You won’t just build dashboards - you’ll translate insights into action, helping leadership make smarter decisions and enabling frontline teams to perform at a high level. - Modern, forward-looking focus. With automation and AI as strategic priorities, you’ll help modernize workflows and improve efficiency across the Success organization. - Room to grow. This role offers strong exposure to leadership, cross-functional strategy, and scalable systems building - creating a clear path for growth within Operations. By applying for this position, you acknowledge that you have fully read and understand the job requirements and received the Envoy Privacy Notice for applicants, which is linked here https://envoy.com/privacypolicy/. Completing this application requires you to provide personal data, such as your name and contact information, which is mandatory for Envoy to process your application. Envoy is an EEO Employer and does not discriminate on the basis of any characteristic protected by local, state or federal law.