MENU
  • Remote Jobs
  • Companies
  • Go Premium
  • Job Alerts
  • Post a Job
  • Log in
  • Sign up
Working Nomads logo Working Nomads
  • Remote Jobs
  • Companies
  • Post Jobs
  • Go Premium
  • Get Free Job Alerts
  • Log in

Customer Success Operations Manager

Orum

Full-time
USA
$130k per year
operations management
operations
account manager
leadership
automation
The job listing has expired. Unfortunately, the hiring company is no longer accepting new applications.

To see similar active jobs please follow this link: Remote Customer Success jobs

Orum is making sales human again through conversations. We are an AI-driven, live conversation platform that accelerates sales teams by empowering salespeople to achieve more. Orum increases sales efficiency, speeds up pipeline growth, and lowers customer acquisition costs for various companies ranging in size from start-ups to large enterprises. Sales teams using Orum see consistent conversations, more meetings booked, and shorter rep ramp time - all while having fun and not burning out. We are beyond excited to hire an empowered, remote-first community to support Orum's next growth phase!

Our Mission is to accelerate sales teams by empowering salespeople to achieve more.

Our Vision is to be an iconic company that makes work more human, meaningful, and connected.

The Customer Success Operations Manager plays a key role in optimizing processes, reporting, and strategy to ensure the Customer Success team achieves its retention and growth objectives. This role is responsible for driving operational efficiencies, enhancing customer lifecycle management, and providing insights that support renewal forecasting, risk mitigation, and expansion strategies. As a strategic partner to leadership, the Customer Success Operations Manager collaborates cross-functionally to improve processes, develop reporting frameworks, and implement scalable systems that support the long-term success of Orum’s customers.

Salary: $130,000. We believe in salary transparency, respecting your time, and don't intend to waste it.

Please keep reading...

Did you know? Research indicates men often apply for jobs if they meet just 60% of the criteria, but women and other underrepresented groups usually wait until they check every box. Let's change this pattern! If you see yourself fitting into this role, even without ticking all the boxes, we'd love to hear from you. At Orum, we value diverse perspectives and are excited to consider how your unique skills could contribute to our team's success.

Key Responsibilities:

Customer Success Strategy & Operational Excellence

  • Support the Customer Success team in achieving retention and growth targets by optimizing key operational processes.

  • Develop and enforce operating rhythms across Customer Success for renewal forecasting, account strategy, risk mitigation, and territory management.

  • Drive and optimize core CS processes, including territory design, quota setting, opportunity management, compensation planning, and headcount forecasting.

  • Serve as a strategic thought partner to revenue leadership, collaborating with Finance, HR, and GTM Strategy & Operations to define and execute growth strategies.

  • Lead strategic initiatives that enhance Customer Success operations and drive long-term efficiency and effectiveness.

Data & Analytics

  • Manage and provide reporting to CS leaders on key metrics such as:

  • Renewals and expansion forecasts

  • Product usage trends

  • Individual Customer Success Manager (CSM) and Account Management performance metrics

  • Track leading indicators of renewals and expansion, analyzing data to identify trends, risks, and opportunities for improvement.

  • Implement and manage churn analysis processes, preparing quarterly loss and win reports with executive-level insights.

Customer Lifecycle & Risk Management

  • Define customer journey touchpoints and processes to drive adoption, engagement, and a high Net Promoter Score (NPS).

  • Detect early signals of at-risk renewals, design playbooks for CSMs to proactively address them, and establish escalation paths.

  • Develop a scalable and automated process to identify top expansion candidates.

Cross-Functional Collaboration

  • Partner with cross-functional teams to support renewal and expansion targets and deliver on customer needs, including:

  • Facilitating feedback loops between Customer Success and Product teams.

  • Aligning with Support on major case resolution and bug reporting to Engineering.

  • Providing Sales and Account Management with insights on customer readiness for upsells and expansions.

  • Assisting the Onboarding team in overcoming implementation delays.

  • Ensuring the Services team accurately tracks project hours and resource allocation.

Customer Success Team Management & Enablement

  • Establish and maintain customer tiering structures, assign accounts to CSMs, and forecast hiring needs based on workload and growth projections.

  • Define key performance metrics for CSM compensation and establish target benchmarks.

  • Partner with the Revenue Enablement team to provide training initiatives that enhance CSM effectiveness, including systems training for new hires.

Systems & Process Optimization

  • Work with the Systems and Data team to manage and optimize software that supports Customer Success operations.

  • Implement automation and technology solutions to streamline workflows, improve data visibility, and drive efficiencies within the CS organization.

Must-Have

  • 3-5 years experience in a Customer Success operations role

  • Worked in a startup environment previously

  • Ability to manage a tech stack both for provisioning as well as enablement of commonly used CS tools

  • A background in reporting and analytics, and the ability to tell a story with data

  • Experienced in creating and deploying segmentation playbooks

Benefits

✨ Flexibility to work anywhere in the US

✨ Flexible Vacation Policy

✨ Orum Days Off (1st Friday of every month, Holiday Break at the end of the year, and many additional observed holidays)

✨ 90% coverage for employees and dependents for healthcare, dental, and vision insurance plans

✨ Parental leave

✨ Life Insurance, Accidental Death & Disability coverage

✨ Meaningful stock options in Orum

✨ $1k equipment reimbursement for work-related items that's yours to keep

✨ Company laptop

✨ Company retreats and meetups for all employees to connect in person

✨ Company ERG - Women Of Orum (WOO)

Orum Is An Equal Opportunity Employer

We're committed to continually adding to our diverse team that represents various backgrounds, perspectives, and skills. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. If you need assistance or accommodation due to a disability, you may contact us at hr@orum.com. In short, we want you to join in on the ride if you're talented for one of our roles, with no other qualifiers.

About the job

Full-time
USA
$130k per year
55 Applicants
Posted 2 months ago
operations management
operations
account manager
leadership
automation
Enhancv advertisement

30,000+
REMOTE JOBS

Unlock access to our database and
kickstart your remote career
Join Premium

Customer Success Operations Manager

Orum
The job listing has expired. Unfortunately, the hiring company is no longer accepting new applications.

To see similar active jobs please follow this link: Remote Customer Success jobs

Orum is making sales human again through conversations. We are an AI-driven, live conversation platform that accelerates sales teams by empowering salespeople to achieve more. Orum increases sales efficiency, speeds up pipeline growth, and lowers customer acquisition costs for various companies ranging in size from start-ups to large enterprises. Sales teams using Orum see consistent conversations, more meetings booked, and shorter rep ramp time - all while having fun and not burning out. We are beyond excited to hire an empowered, remote-first community to support Orum's next growth phase!

Our Mission is to accelerate sales teams by empowering salespeople to achieve more.

Our Vision is to be an iconic company that makes work more human, meaningful, and connected.

The Customer Success Operations Manager plays a key role in optimizing processes, reporting, and strategy to ensure the Customer Success team achieves its retention and growth objectives. This role is responsible for driving operational efficiencies, enhancing customer lifecycle management, and providing insights that support renewal forecasting, risk mitigation, and expansion strategies. As a strategic partner to leadership, the Customer Success Operations Manager collaborates cross-functionally to improve processes, develop reporting frameworks, and implement scalable systems that support the long-term success of Orum’s customers.

Salary: $130,000. We believe in salary transparency, respecting your time, and don't intend to waste it.

Please keep reading...

Did you know? Research indicates men often apply for jobs if they meet just 60% of the criteria, but women and other underrepresented groups usually wait until they check every box. Let's change this pattern! If you see yourself fitting into this role, even without ticking all the boxes, we'd love to hear from you. At Orum, we value diverse perspectives and are excited to consider how your unique skills could contribute to our team's success.

Key Responsibilities:

Customer Success Strategy & Operational Excellence

  • Support the Customer Success team in achieving retention and growth targets by optimizing key operational processes.

  • Develop and enforce operating rhythms across Customer Success for renewal forecasting, account strategy, risk mitigation, and territory management.

  • Drive and optimize core CS processes, including territory design, quota setting, opportunity management, compensation planning, and headcount forecasting.

  • Serve as a strategic thought partner to revenue leadership, collaborating with Finance, HR, and GTM Strategy & Operations to define and execute growth strategies.

  • Lead strategic initiatives that enhance Customer Success operations and drive long-term efficiency and effectiveness.

Data & Analytics

  • Manage and provide reporting to CS leaders on key metrics such as:

  • Renewals and expansion forecasts

  • Product usage trends

  • Individual Customer Success Manager (CSM) and Account Management performance metrics

  • Track leading indicators of renewals and expansion, analyzing data to identify trends, risks, and opportunities for improvement.

  • Implement and manage churn analysis processes, preparing quarterly loss and win reports with executive-level insights.

Customer Lifecycle & Risk Management

  • Define customer journey touchpoints and processes to drive adoption, engagement, and a high Net Promoter Score (NPS).

  • Detect early signals of at-risk renewals, design playbooks for CSMs to proactively address them, and establish escalation paths.

  • Develop a scalable and automated process to identify top expansion candidates.

Cross-Functional Collaboration

  • Partner with cross-functional teams to support renewal and expansion targets and deliver on customer needs, including:

  • Facilitating feedback loops between Customer Success and Product teams.

  • Aligning with Support on major case resolution and bug reporting to Engineering.

  • Providing Sales and Account Management with insights on customer readiness for upsells and expansions.

  • Assisting the Onboarding team in overcoming implementation delays.

  • Ensuring the Services team accurately tracks project hours and resource allocation.

Customer Success Team Management & Enablement

  • Establish and maintain customer tiering structures, assign accounts to CSMs, and forecast hiring needs based on workload and growth projections.

  • Define key performance metrics for CSM compensation and establish target benchmarks.

  • Partner with the Revenue Enablement team to provide training initiatives that enhance CSM effectiveness, including systems training for new hires.

Systems & Process Optimization

  • Work with the Systems and Data team to manage and optimize software that supports Customer Success operations.

  • Implement automation and technology solutions to streamline workflows, improve data visibility, and drive efficiencies within the CS organization.

Must-Have

  • 3-5 years experience in a Customer Success operations role

  • Worked in a startup environment previously

  • Ability to manage a tech stack both for provisioning as well as enablement of commonly used CS tools

  • A background in reporting and analytics, and the ability to tell a story with data

  • Experienced in creating and deploying segmentation playbooks

Benefits

✨ Flexibility to work anywhere in the US

✨ Flexible Vacation Policy

✨ Orum Days Off (1st Friday of every month, Holiday Break at the end of the year, and many additional observed holidays)

✨ 90% coverage for employees and dependents for healthcare, dental, and vision insurance plans

✨ Parental leave

✨ Life Insurance, Accidental Death & Disability coverage

✨ Meaningful stock options in Orum

✨ $1k equipment reimbursement for work-related items that's yours to keep

✨ Company laptop

✨ Company retreats and meetups for all employees to connect in person

✨ Company ERG - Women Of Orum (WOO)

Orum Is An Equal Opportunity Employer

We're committed to continually adding to our diverse team that represents various backgrounds, perspectives, and skills. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. If you need assistance or accommodation due to a disability, you may contact us at hr@orum.com. In short, we want you to join in on the ride if you're talented for one of our roles, with no other qualifiers.

Working Nomads

Post Jobs
Premium Subscription
Sponsorship
Free Job Alerts

Job Skills
API
FAQ
Privacy policy
Terms and conditions
Contact us
About us

Jobs by Category

Remote Administration jobs
Remote Consulting jobs
Remote Customer Success jobs
Remote Development jobs
Remote Design jobs
Remote Education jobs
Remote Finance jobs
Remote Legal jobs
Remote Healthcare jobs
Remote Human Resources jobs
Remote Management jobs
Remote Marketing jobs
Remote Sales jobs
Remote System Administration jobs
Remote Writing jobs

Jobs by Position Type

Remote Full-time jobs
Remote Part-time jobs
Remote Contract jobs

Jobs by Region

Remote jobs Anywhere
Remote jobs North America
Remote jobs Latin America
Remote jobs Europe
Remote jobs Middle East
Remote jobs Africa
Remote jobs APAC

Jobs by Skill

Remote Accounting jobs
Remote Assistant jobs
Remote Copywriting jobs
Remote Cyber Security jobs
Remote Data Analyst jobs
Remote Data Entry jobs
Remote English jobs
Remote Spanish jobs
Remote Project Management jobs
Remote QA jobs
Remote SEO jobs

Jobs by Country

Remote jobs Australia
Remote jobs Argentina
Remote jobs Brazil
Remote jobs Canada
Remote jobs Colombia
Remote jobs France
Remote jobs Germany
Remote jobs Ireland
Remote jobs India
Remote jobs Japan
Remote jobs Mexico
Remote jobs Netherlands
Remote jobs New Zealand
Remote jobs Philippines
Remote jobs Poland
Remote jobs Portugal
Remote jobs Singapore
Remote jobs Spain
Remote jobs UK
Remote jobs USA


Working Nomads curates remote digital jobs from around the web.

© 2025 Working Nomads.