Original job description
We’re looking for a Senior Manager, CS Systems & Optimization to own and evolve the business systems, workflows, and operating procedures that power our Customer Success teams.
This role is accountable for the end-to-end system strategy , governance, and continuous improvement of the core CRM and contact centre platforms used by Customer Success. You will ensure system design aligns with operational strategy, supports scalable processes, and drives a consistent, high-quality customer experience.
This is a business systems leadership role embedded within Customer Success, combining hands-on platform ownership with strategic process design.
What You’ll Do
Proven ability to prioritize and drive systems and process changes in complex, cross-functional environments, including influencing stakeholders without direct authority.
Own the design and continuous optimization of CS specific Salesforce workflows, automation, permissions, and case management to improve efficiency, scalability, and customer experience.
Lead the evolution of contact centre systems (Salesforce Omni-Channel, Amazon Connect) and supporting tools to support high-performing, scalable support operations.
Standardized Customer Success processes (SOPs) aligned to system design.
Automation and optimization to improve scalability, efficiency, and consistency.
Cross-functional initiatives with Data, Product, Engineering, and Internal Systems.
Leadership of the CS Optimization team, including prioritization and governance.
What You Bring
Salesforce Administrator Certification (required).
5+ years of experience in Customer Operations, CS Operations, RevOps, or similar.
Deep hands-on experience configuring and administering CRM platforms (Salesforce preferred).
Experience managing or supporting contact centre technologies (AWS preferred).
Strong process design and systems architecture capability.
Experience leading cross-functional systems initiatives.
People leadership experience.
Ability to translate operational needs into scalable system solutions.
