Manager of Customer Success

Title: Sr Business Operations Manager

Location: San Diego, CA-hybrid (4 days onsite in a month)

Type: 6 Months

Key Responsibilities:

As a Business Operations Manager, you will partner closely with these Leaders to

drive customer adoption initiatives, mitigate down sell risk, and improve Net

Promoter Scores across our fastest-growing customer segments. You'll leverage

Al-powered tools and insights to scale operations, automate workflows, and

drive data-driven decision-making.

Adoption Strategy & Execution

Partner with leaders to develop, track, and execute customer adoption plans.

Use AI analytics and predictive modeling to identify at-risk customers and drive interventions.

Maintain scorecards/dashboards for real-time visibility into engagement, usage, and value.

Collaborate with Customer Success, Sales, and Product teams, support sales motions and headcount planning.

Performance Monitoring & Risk Mitigation

• Familiarity with customer success metrics (GRR, NPS, health scores, adoption metrics) and how they drive business outcomes.
• Monitor "get-well" plans with CSMs and Account Executives.
• Analyze NPS trends with AI to address detractors and improve scores.
• Deliver performance insights and automated reports for leaders.
• Headcount Planning

Operational Excellence & Governance

• Set cadences for reviews, health check-ins, and tracking.
• Build templates, playbooks, and AI workflows to scale efforts.
• Facilitate planning sessions and ensure accountability via automation.

Communications & Stakeholder Enablement

• Create executive materials for QBRs and reviews with AI-enhanced visuals.
• Translate data into actionable insights.
• Drive internal comms to promote adoption priorities and successes.
• Foster customer-centricity and AI innovation.

Thanks and Regards,

Kripal Singh

Senior Recruiter

NLB Services - Next Level Business Services

kripal.singh1@recruiter.nlbtech.com

linkedin.com/in/kripal-singh-4934801a7

Phone 1(904) 371-8442 Ext-1240