Customer Success Operations & Systems, Senior Manager

Job description

We’re hiring a Senior Manager to own and scale the business systems and workflows that power our Customer Support and Customer Success teams. This role is focused on support operations — designing case management workflows, SLAs, routing, and automation to drive a consistent, high-quality customer experience at scale. You’ll combine hands-on system ownership with process design and team leadership. What You’ll Do: - Drive systems and process changes across Customer Success, prioritizing initiatives based on business impact and operational needs - Own the design and evolution of Customer Success workflows, including case management, prioritization, routing, and escalation models within Salesforce, ensuring scalable operations and strong customer outcomes. - Lead the evolution of contact centre tooling (e.g., Salesforce Omni-Channel, Amazon Connect) to support scalable, high-performing Customer Success teams - Drive automation and process improvements to reduce manual effort and improve consistency across the customer lifecycle - Lead cross-functional initiatives with Customer Success, Product, Engineering, Data, and Internal Systems - Lead and develop the CS Optimization team, inclu...