Customer Success Operation Manager

Agora is a leading SaaS and FinTech platform transforming how real estate investment firms manage their capital, investors, and operations. Trusted by 700+ GPs, owners/operators, and investment firms globally, we help teams streamline the full lifecycle of investment management—from fundraising and onboarding to reporting, distributions, tax, and back-office automation.

But we’re more than just software. We’re a team of bold thinkers, innovators, and real estate enthusiasts who believe complex processes should feel simple. Our platform combines modern technology with expert services, helping our customers raise more capital, deliver a better investor experience, and scale their businesses smarter.

Agora is backed by top-tier VCs like Insight Partners and Qumra Capital, and we’re growing fast. We’ve been named one of Globes’ Most Promising Startups, recognized as a Best Start-Up Companies to Work For by Duns 100, and one of Business Insider’s Hottest PropTech Startups.

We are looking for a Customer Success Operations Manager to build, optimize, and scale the operational backbone of our Customer Success organization. This is a highly strategic and hands-on role for someone who loves systems, dashboards, structured processes, and turning complexity into scalable frameworks. You must understand how CS teams operate in practice and be comfortable working closely with leadership to design infrastructure that supports retention and growth.

You will partner cross-functionally with Customer Success, Support, RevOps, Product, Finance, and Systems to drive execution across retention strategy, forecasting, operating cadences, and system optimization.

Key Responsibilities:

• Cross-Functional Leadership

Lead strategic CS initiatives to improve retention, expansion, onboarding, and overall customer value. Partner with CS, Support, RevOps, and Product to translate strategy into scalable processes, territory planning, and capacity models.

• Retention & Forecasting

Own retention forecasting, churn risk modeling, and expansion tracking. Establish forecast cadences and build analytics frameworks that provide forward-looking visibility into performance.

• Systems & Process Ownership

Define and optimize CS workflows and systems (HubSpot and other CS platforms). Improve automation, data hygiene, and scalable processes, while leveraging AI tools to drive efficiency and insights.

• Reporting & Insights

Build dashboards and reporting around retention, expansion, product adoption, and team productivity. Analyze large datasets to surface risks, opportunities, and actionable recommendations.

• Operating Rhythm & Enablement

Lead CS operating cadences (forecast reviews, QBRs, health reviews). Ensure strong process documentation and adoption of tools across the Customer Organization.

• 4+ years of experience in Customer Success Operations, Revenue Operations, or a related analytical SaaS role, with hands-on support of CS teams (CSM/customer-facing experience – strong advantage).
• Strong HubSpot expertise (workflows, automation, reporting, optimization) and experience with additional CS platforms such as Gainsight, Totango, Planhat, Zendesk, Intercom, or similar.
• Advanced analytical skills, including building dashboards, reporting models, forecasting frameworks, and working with retention, churn, expansion, adoption, and customer health metrics.
• Experience leveraging AI tools and automation to improve operational workflows and efficiency.
• Systems-oriented, structured, and process-driven mindset with strong cross-functional collaboration skills in a fast-paced, evolving startup environment.

This is a high-impact role for someone who wants to build scalable customer operations from the ground up and directly influence retention, expansion, and long-term customer value at Agora.