Original 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, including prioritization, roadmap ownership, and systems governance
What You Bring
7+ years of experience in Customer Success Operations, Customer Operations, or CS Systems roles
Proven experience owning and evolving Customer Success systems and workflows at scale
Strong process design and systems thinking, with the ability to design scalable, end-to-end customer workflows and operating models
Hands-on experience working within CRM platforms, including building and optimizing workflows, automation, permissions, and case management
Experience defining and improving prioritization, routing, and escalation models, and driving operational performance and efficiency
Ability to translate business and operational needs into durable system and process solutions
Experience leading cross-functional systems initiatives, influencing stakeholders, and driving change without direct authority
Experience leading teams, including prioritization, roadmap ownership, and systems governance
