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Manager, Customer Success Operations

15 hours, 1 minute ago
United States
Full-time
Senior
Sales Operations
Customer and Technical Support
CRM HubSpot
Apply Now
Mursion

Mursion

Mursion offers immersive virtual reality simulations for mastering essential workplace skills, combining AI and live actors for personalized practice.

Diversified Consumer Services
51-250
Founded 2015
$15M raised
View All Jobs 4

Description

  • Design and deploy customer health scoring and risk intelligence that CS teams can trust and act on.
  • Build adoption insights, utilization data infrastructure, and executive-ready reporting tied to business outcomes.
  • Create a weekly account health digest that reduces manual data pulling for Customer Success Managers.
  • Manage and coach the Implementation Manager while improving project management, client enablement, and cross-functional coordination.
  • Own and continuously improve implementation playbooks, handoff standards, milestone tracking, and go-live verification.
  • Drive time-to-value toward a 30-day target and maintain implementation KPIs for CS leadership.
  • Design the operational foundation for the long-tail scaled Customer Success motion, including programmatic engagement and automated renewal plays.
  • Build tooling, playbooks, and cadences that enable scaled coverage across 100+ accounts.
  • Standardize CS processes, documentation, and workflows across Strategic Enterprise, Strategic Partnerships, and Scaled motions.
  • Improve cross-functional workflows with Sales, Talent Ops, Content, Support, and RevOps to remove operational friction.

Requirements

  • 5–7 years of experience in Customer Success, Revenue Operations, or CS Operations, ideally in a B2B SaaS or technology-enabled services environment.
  • Demonstrated experience building or improving CS infrastructure such as health scoring, playbooks, tooling implementation, or scaled engagement models.
  • Experience managing or coaching at least one direct report and holding people accountable to outcomes.
  • Hands-on experience with a CRM, with HubSpot strongly preferred.
  • Experience with at least one CS platform such as Gainsight, Totango, ChurnZero, or an equivalent tool.
  • Experience designing or operating a scaled or digital Customer Success motion.
  • Systems-thinking approach focused on diagnosing root causes rather than patching symptoms.
  • Ability to communicate clearly with both frontline team members and senior leaders.
  • Comfort with ambiguity and the ability to define how new systems will be built.
  • Bias toward action and willingness to ship imperfect solutions and iterate.
  • Preferred experience in learning technology, simulation, or workforce development.
  • Preferred familiarity with Cora.ai, Quicksites, or similar utilization/adoption platforms.
  • Preferred experience working in a burn-conscious, retention-first company.

Benefits

  • $140,000–$150,000 base salary.
  • Target bonus eligibility.
  • Equity in the company.
  • Flexible PTO.
  • Medical, dental, and vision coverage.
  • 401(k) retirement plan.
  • Life insurance, including basic, voluntary, and AD&D coverage.
  • Parental leave.
  • Short-term and long-term disability coverage.
  • Work-from-home flexibility.

Interested in this position?

Apply directly on the company website

Apply Now

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