Customer Success Operations Manager

Vasion is seeking a Customer Success Operations Manager who embodies our core values and is eager to join our dynamic team. We are dedicated to enabling digital transformation for everyone by providing an affordable, integrated SaaS solution that simplifies business operations. Vasion offers a flexible working environment for our 400+ employees around the globe, including at our headquarters in St. George, Utah, and offices in the UK, Germany, and Lehi, Utah.

The ideal candidate will be the operational backbone of our CS organization. As an individual contributor embedded within the CS team, you'll own the systems, data, and processes that enable our Customer Success Managers to deliver exceptional experiences at scale. You'll work cross-functionally with Product Management, Marketing, Sales, Channel, Business Operations, and Enablement to ensure our CS motion is efficient, measurable, and repeatable.

CS Tooling & Tech Stack

• Own the administration, configuration, and optimization of our CS platform.
• Evaluate, implement, and integrate new tools that improve team productivity and customer visibility
• Serve as the internal subject-matter expert for CS technology, providing training and support to the broader team
• Partner with Business Operations to ensure clean data flows across the CRM and CS tech stack

Data, Reporting & Analytics

• Collaborate with the Business Intelligence team to build and maintain dashboards and reports that surface key CS metrics - NRR, health scores, engagement trends, and more
• Translate data into actionable insights for CS leadership to inform strategy and resource allocation
• Establish a consistent data governance framework to ensure accuracy and reliability across CS reporting
• Conduct ad hoc analyses to investigate churn drivers, expansion patterns, and customer behavior
• Collaboration with GTM Compensation team on plan design and execution

Customer Onboarding & Playbook Design

• Design, document, and iterate on scalable onboarding programs and customer journey playbooks
• Collaborate with CS Managers to identify gaps in the customer experience and build operational solutions
• Develop and maintain a CS playbook library covering key moments: onboarding, QBRs, escalations, expansions, and renewals
• Partner with Enablement or L&D to ensure playbooks are adopted and consistently executed by the team
• Internal enablement and best practices

Renewals & Churn Forecasting

• Build and maintain a renewals forecasting model that gives leadership clear visibility into upcoming renewals and risk
• Develop early-warning systems using health score data, usage signals, and engagement trends to flag at-risk accounts
• Support the renewals process operationally - tracking renewal timelines, coordinating with Finance and Legal as needed, and ensuring no renewal falls through the cracks
• Produce regular churn analysis reports to identify systemic risk factors and inform proactive retention strategies

Requirements

• 3-5 years of experience in Customer Success Operations or a closely related field at a B2B SaaS company
• Hands-on experience administering a CS platform (Gainsight, Client Success, ChurnZero, Totango, etc.) and Salesforce
• Strong analytical skills with proficiency in Excel/Google Sheets
• Proven ability to design and document processes and playbooks that non-operational teams can actually follow
• Comfortable working with ambiguity and building structure where little exists
• Excellent communication skills - you can translate complex data into clear narratives for non-technical stakeholders
• Detail-oriented and highly organized, with the ability to manage multiple projects simultaneously

• Familiarity with customer health scoring methodologies
• Background in customer success or account management prior to moving into operations

Benefits

• Flexible work environment
• Vacation Bonus
• Flexible paid time off
• Paid parental leave
• Competitive pay
• A full suite of traditional benefits
• Training/Advancement opportunities
• 401k with company match and immediate vesting
• Financial wellness education
• Company-contributed HSA
• Onsite perks include gym, pickleball, snacks & drinks, arcade, theater room, etc.

Vasion looks for people who will exemplify its four core values and are driven to become:

• Action Owners, with principles drawn from Extreme Ownership by Jocko Willink and Leif Babin
• Candor Seekers, illustrated in Radical Candor by Kim Scott
• People Builders, as detailed in Leadership and Self-deception by The Arbinger Institute
• Storytellers, guided by principles from Building a StoryBrand: Clarify Your Message So Customers Will Listen by Donald Miller

Visit https://www.vasion.com to learn more about Vasion.

Vasion is an equal opportunity employer. We evaluate qualified applicants without regard to race, age, color, religion, sex, national origin, disability, veteran status, gender identity, sexual orientation and other legally protected characteristics.