Manager, Customer Success Operations

🔥 1 hour ago

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Mursion

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

📚 Education

🏢 Enterprise

☁️ SaaS

💰 $5M Venture Round - Mursion on 2022-10

Education • Enterprise • SaaS

Mursion is an immersive learning platform that uses AI-powered simulations to upskill workforces through realistic practice scenarios, expert coaching, and analytics. The company provides human-driven live simulations and GenAI-powered on-demand sessions for leadership development, customer service, sales, healthcare, and education. Mursion's platform emphasizes behavior change, measurable outcomes, integration with enterprise L&D, security/compliance, and patented virtual character and interaction technologies. Customers include Fortune 100 companies, and case studies show improvements in customer satisfaction, reduced call times, revenue gains, and leadership skill application. Mursion also publishes research and resources on learning strategy and AI in L&D.

📋 Description

• Design and deploy a meaningful account health score — not a vanity metric, but a signal CSMs trust and act on • Build risk indicators and adoption insights that surface the right accounts at the right time • Own the utilization data infrastructure — zero accounts with no visibility by end of Q2 • Build executive-ready reporting that connects platform usage to business outcomes • Partner with CS leadership to create a weekly account health digest that eliminates manual data pulling for CSMs • Manage and coach the Implementation Manager, developing their skills in project management, client enablement, and cross-functional coordination • Own and continuously improve the implementation methodology — launch playbooks, handoff standards, milestone tracking, go-live verification • Drive time-to-value toward a 30-day target • Build and maintain implementation KPIs with full visibility for CS leadership • Design the operational foundation for our 100+ account long-tail segment — programmatic engagement, behavior-triggered communications, automated renewal plays • Build the infrastructure (tooling, playbooks, cadences) that allows a Scaled CSM/PM to effectively manage a high-volume book without high-touch coverage on every account • Define what "done" looks like for the Scaled motion and lead its launch • Standardize CS processes, playbooks, and documentation across all three customer motions • Improve cross-functional workflows with Sales (handoff), Talent Ops (staffing), Content (scenario delivery), and Support (ticket visibility) • Own HubSpot data quality with the support of RevOps — CSM fields, renewal deal structure, health score integration • Identify and eliminate the operational drag that diverts CS capacity from retention and expansion work

🎯 Requirements

• 5–7 years in Customer Success, Revenue Operations, or CS Operations — ideally in a B2B SaaS or technology-enabled services environment • Demonstrated experience building or improving CS infrastructure: health scoring, playbooks, tooling implementation, or scaled engagement models • Experience managing or coaching at least one direct report; comfortable holding people accountable to outcomes • Hands-on with a CRM (HubSpot strongly preferred) and at least one CS platform (Gainsight, Totango, ChurnZero, or equivalent) • Has designed or operated a scaled/digital CS motion

🏖️ Benefits

• Competitive Salary, bonus eligibility and equity • Flexible PTO • Health Care Plan (Medical, Dental & Vision) • Retirement Plan (401k) • Life Insurance (Basic, Voluntary & AD&D) • Parental Leave • Short Term & Long Term Disability • Work From Home