Customer Success Operations Manager at Ironclad

The Customer Success Operations Manager will partner with CS leadership to shape the future of the CSM function by anticipating scaling challenges, operational bottlenecks, and emerging customer needs. Responsibilities include building and maintaining a customer success toolkit with standardized processes and templates, designing and refining customer journey touchpoints, internal workflows, and engagement models to optimize CSM capacity and drive value. The role involves identifying process or execution gaps, emerging trends in customer challenges, and developing remediation strategies. Key duties include tracking and analyzing leading indicators of customer health, adoption, and retention, providing clear reporting and recommendations to CS leadership, and identifying pockets of risk and opportunity through data analysis. The manager will also ensure data accuracy and consistency across key systems, enforce operational compliance by ensuring CSMs follow defined processes and maintain quality standards, lead cross-functional coordination to improve account planning and customer transitions, and build, iterate, and document scalable processes to increase efficiency and accountability across the CS organization. Additionally, the role involves maintaining a central knowledge base of CS operations and best practices, ensuring team alignment and adoption, and managing CS operations tasks and programs end-to-end, including reporting and tooling.