[Hiring] Customer Success Operations Manager @Supplier.io

Role Description

• Build repeatable processes and tooling
• Own the Customer Success tech stack (HubSpot, Gong and Custify), including health scoring, workflow automation and data hygiene.
• Design and document playbooks for onboarding, adoption, renewal and escalation so every CSM works from the same standards.
• Introduce and evaluate AI-enabled workflows that reduce manual CSM effort and surface risk earlier.
• Facilitate and co-own the Renewal forecast alongside Customer Success leadership.
• Turn data into decisions
• Build and maintain the KPI framework and dashboards for retention, renewals, expansion and customer health.
• Run recurring business reviews and forecasting, translating the data into clear risks, trends and recommendations for CS leadership and executives.
• Facilitate annual NPS surveys with actions plans surrounding results.
• Analyze cross-system data to find what drives churn and expansion, and recommend where to act.
• Own customer segmentation and assist in capacity planning to ensure adequate support across the customer base.
• Drive cross-functional execution
• Establish operating cadences, planning and capacity models that keep the team's work predictable as the customer base grows.
• Partner with Sales, Product, Finance and Support to align on handoffs, renewal forecasts and customer feedback.
• Lead initiatives from scoping through delivery without direct authority, tracking progress and measuring results.

Qualifications

• 5+ years in Customer Success Operations, Revenue Operations, Strategy & Operations or a related function.
• Hands-on experience with HubSpot and a customer success platform (Custify or similar).
• A record of building playbooks, operating cadences and reporting that teams actually use.
• Strong analytical skills: you can turn messy data from several systems into a clear point of view.
• Excellent written and verbal communication, including with senior leaders.
• Proven ability to lead cross-functional work and influence without direct authority.
• Comfort in a fast-moving environment where you build structure while keeping momentum.

Requirements

• Experience in B2B SaaS or enterprise software.
• Experience deploying AI tools in customer success or revenue workflows.
• Prior experience building a CS operations function from scratch or leading it through early scale.

Benefits

• We do not accept unsolicited resumes from recruitment/search firms.

Company Description

• The use of artificial intelligence tools during your interview is strictly prohibited.
• Supplier.io participates in E-Verify.
• Supplier.io is an Equal Employment Opportunity employer.
• Supplier.io is unable to sponsor work visas (e.g., H-1B, TN, OPT, etc.) for US positions.
• If you require reasonable accommodation to complete the application or interview process, please contact the Human Resources department.