Customer Success Operations Manager

Xello is hiring for a Customer Success Operations Manager
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Who are you?

You are an analytical thinker and problem solver with a strong focus on attention to detail. You thrive on investigating problems and finding solutions. You are meticulously organized, task-driven, self-motivated, independent, and resourceful. You have strong interpersonal skills, and are an excellent written and verbal communicator.

You will focus on enabling the Success Team to scale effectively and deliver exceptional experiences to our customers. You’ll build a deep understanding of the success team’s processes and needs. You’ll then design processes to maximize connections with clients and impact delivered through those touchpoints. 

You love Customer Success as a discipline and are excited to empower our Success Management Team to focus on connecting with clients! The person in this role will need to maintain a very high standard of delivery and value collaboration and engagement. 
What you’ll do:

• Design and implement scalable, data-driven processes that empower our CSMs to work more efficiently and effectively across the customer journey
• Drive operational excellence by identifying and resolving bottlenecks in Success operations through observation and feedback
• Streamline how Success Managers access and use client data, templates, and lifecycle resources
• Establish scalable practices across customer segments and support team-wide initiatives such as champion tracking, early warning systems, and lead scoring models
• Partner cross-functionally with Product, Marketing, and Sales Ops to align on customer experience priorities and ensure a smooth end-to-end customer journey
• Support ongoing refinement of customer health scoring and risk indicators
• Enable scaled communication and engagement through collaboration with Success leadership to support lifecycle messaging and operational rollout of new processes or tools
• Equip the team with the tools to deliver targeted outreach based on customer behaviour and milestones
• Create and manage feedback loops to ensure continuous improvement across the CS organization
• Act as an enablement specialist for the Success Team with processes and systems

What we’re looking for…

• 3–5 years of experience in Customer Success Operations, Revenue Operations, or a similar role supporting post-sales operations
• Demonstrated expertise with reporting and data visualization tools
• Experience with Salesforce administration and flow automation preferred
• Strong analytical skills with the ability to develop dashboards, track critical metrics, and extract actionable insights from complex data sets
• Excellent project management and organizational skills, with the ability to manage multiple priorities
• Exceptional written and verbal communication skills with a collaborative and proactive approach to cross-functional work
• Proven ability to identify process bottlenecks and design scalable solutions that improve team efficiency
• Experience supporting customer lifecycle messaging, customer segmentation, and success playbooks
• Knowledge of best practices for change management when rolling out new tools and processes across a Customer Success team
• Knowledge of best practices towards customer success excellence
• Comfortable working independently and taking initiative in a fast-paced environment
• Passion for Customer Success as a strategic function within mission-driven organizations