The Customer Success Operations Manager drives strategy and execution in Customer Success, collaborating with teams, analyzing data, and improving processes to optimize customer outcomes.
We are Ataccama, and we are on a mission to power a better future with data. Our product enables both technical and less technical ‘data people’ across their organizations to create high-quality, governed, safe, and reusable data products. It’s what made us a Leader in the Gartner Magic Quadrant® for Data Quality Solutions™, and what inspired Bain Capital Tech Opportunities to invest in our future growth.
Our vision is to be the leading AI-powered cloud data management company and to do that, we’re making Ataccama a great place to work and grow. Our people are located across the globe. They succeed by collaborating as a team and thrive in our company culture defined by these core values:
Challenging Fun
ONE Team
Customer Centric
Candid and Caring
Aim High
We are open to a hybrid working setup.
Role Mission:
We are seeking a skilled and experienced Customer Success Operations Manager, to play a pivotal role in driving Customer Success strategy and execution in a fast-paced, dynamic environment. In this role, you’ll directly support executive leadership across GTM teams, acting as the subject matter expert on all things Customer Success, retention, and customer growth. You will collaborate across teams to develop key business processes, forecast retention and renewals, and create impactful insights through data analysis and reporting. With the opportunity to shape strategy and optimize operations, this role is perfect for someone passionate about solving complex problems, improving customer outcomes, and making a direct impact on the business.
Your Challenge
- Cross-Functional Collaboration: Partner with Revenue Operations, Customer Success, Professional Services, and Finance to establish segmentation, capacity and coverage models, GTM playbooks, and compensation strategies
- Business Review Leadership: Guide business review processes and cadence for Customer Success.
- Retention & Expansion Support: Assist CS leadership in retention and expansion efforts through process enhancement and engagement model development.
- Renewal Data Analysis: Scrutinize renewal data to uncover trends, risks, and areas for improvement.
- Dashboard & Reporting: Create and maintain dashboards and reports to monitor renewals, performance metrics, and gain business insights.
- Forecasting Refinement: Improve renewals, retention, and expansion forecasting for stakeholders across Customer Success, Professional Services, Finance, and Revenue Operations.
- Renewal Process Automation: Pinpoint opportunities to automate and streamline renewal processes, incorporating industry best practices.
- Renewal Risk Mitigation: Devise strategies to minimize renewal risks and optimize customer retention.
Is This You?
- 5+ years of experience in Revenue Operations, Sales Operations, Customer Success, or a related role in a SaaS or technology environment.
- Strong communication and collaboration skills, with the ability to work effectively across teams.
- Experience with pipeline forecasting in Customer Success or Sales, especially in a recurring revenue business.
- Excellent problem-solving, strategic thinking, and analytical skills, with strong business acumen.
- Proven ability to build relationships, communicate, influence, and collaborate across teams at all levels.
- Thrives in fast-paced environments with fluid priorities.
- Experience with Customer Success tools (e.g., Gainsight, Salesforce) and dashboarding tools (e.g., Tableau, Looker).
- Familiarity with contract management and SaaS legal terms is a plus.
Perks & Benefits
- Medical Insurance (including vision & dental)
- 401(k) with employer match contribution
- Life Insurance
- Long-term disability insurance
- Employee Assistance Program (EAP)
- Long-Term Incentive Program
- "Bring Your Friend" referral program
- Get paid vacation plus the freedom of Flexible Time Off (FTO)—a policy that lets you take additional time off when needed, supporting your work-life balance and well-being
- 5 sick days
- The Global Family Support Program - a paid leave program to help all parents focus on the new addition to their family
- Flexible working hours & flexible working setup
- Conference tickets to the best industry events of the year
- Online courses & company access to Udemy to hone your skills
While we highly value cooperation with all our business partners, we don’t accept unsolicited resumes from any sources other than directly from a candidate. We reserve the right not to pay any fee for sending an unsolicited offer containing the details or resume of a job candidate, even if the relevant candidate is employed by our company.
Top Skills
Gainsight
Looker
Salesforce
Tableau
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