What are the responsibilities and job description for the Senior Customer Success Operations Manager - AI & Adoption (Hybrid - San Diego, CA) position at Stage 4 Solutions?
We are seeking a Senior Customer Success Operations Manager for a global B2B high-tech company. In this role, you will partner with Major Area Leaders to develop, manage, and track customer adoption plans across their portfolios. You will leverage AI-powered analytics and predictive modeling to identify at-risk customers and proactively drive intervention strategies to improve health scores.
This is a 9-month contract (extensions possible), 40 hours per week, hybrid role, 2-3 days a week at the client’s office in San Diego, CA.
This is a W2 role as a Stage 4 Solutions employee, with health benefits and 401K offered.
Responsibilities
Adoption Strategy & Execution
Please feel free to forward this job post to others you think may be interested.
Stage 4 Solutions is an equal-opportunity employer. We celebrate diversity and are committed to providing employees with an inclusive environment that is free of discrimination and harassment. All employment decisions are based on the job requirements and candidates’ qualifications, without regard to race, color, religion/belief, national origin, gender identity, age, disability, marital status, genetic information or other applicable legally protected characteristics.
Compensation: $135/hr. - $139.41/hr.
This is a 9-month contract (extensions possible), 40 hours per week, hybrid role, 2-3 days a week at the client’s office in San Diego, CA.
This is a W2 role as a Stage 4 Solutions employee, with health benefits and 401K offered.
Responsibilities
Adoption Strategy & Execution
- Partner with Major Area Leaders to develop, manage, and track customer adoption plans across their portfolios
- Leverage AI-powered analytics and predictive modeling to identify at-risk customers and proactively drive intervention strategies to improve health scores
- Ensure we have all necessary adoption information via our scorecards and dashboards that provide real-time visibility into customer engagement, product usage, and value realization
- Drive cross-functional collaboration with Customer Success, Sales, and Product teams to ensure adoption initiatives are supported and executed
- Build strategies to drive a sales motion to ensure customers have the right level of Customer Success for post-sales coverage
- Support headcount management and capacity planning, including ratio analysis, coverage modeling, and resource allocation to ensure optimal customer support
- Monitor GRR trends, product adoption metrics, and customer health indicators using AI-driven insights to identify downsell risks and expansion opportunities
- Monitor progress of "get-well" plans for customers with Adoption challenges in partnership with CSMs and Account Executives
- Establish consistent cadences for adoption reviews, customer health check-ins, and performance tracking across Major Areas
- Develop standardized templates, playbooks, and AI-powered workflows to scale adoption efforts across the Major Area
- Prepare executive-ready materials for QBRs, business reviews, and strategic planning sessions, using AI tools to enhance data visualization and storytelling
- Translate complex data into clear, actionable insights that drive stakeholder alignment
- 3 years of experience in business operations, customer success operations, or program management—ideally in a SaaS or subscription-based business environment
- Strong AI aptitude: Demonstrated experience leveraging AI-powered tools for analytics, workflow automation, predictive modeling, or decision support. Comfortable exploring new AI capabilities and integrating them into operational processes.
- Demonstrated ability to build relationships and collaborate effectively with cross-functional teams and stakeholders at various levels
- Strong analytical skills with the ability to work with data, identify trends, and create actionable insights using modern analytics and AI tools
- Experience building dashboards, scorecards, and tracking mechanisms to monitor performance (familiarity with AI-enhanced analytics platforms a plus)
- Experience with headcount planning, capacity modeling, and resource allocation in customer-facing organizations
- Proven track record managing multiple initiatives simultaneously with strong organizational and project management skills
- Excellent communication skills with the ability to synthesize complexity and present clear recommendations
- Familiarity with customer success metrics (GRR, NPS, health scores, adoption metrics) and how they drive business outcomes
- A proactive, solutions-oriented mindset with enthusiasm for leveraging AI and automation to scale operations
Please feel free to forward this job post to others you think may be interested.
Stage 4 Solutions is an equal-opportunity employer. We celebrate diversity and are committed to providing employees with an inclusive environment that is free of discrimination and harassment. All employment decisions are based on the job requirements and candidates’ qualifications, without regard to race, color, religion/belief, national origin, gender identity, age, disability, marital status, genetic information or other applicable legally protected characteristics.
Compensation: $135/hr. - $139.41/hr.
Salary : $135 - $139