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.

Role Overview

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.

What You'll Do

CS Tooling and 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 and 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 and 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 LandD to ensure playbooks are adopted and consistently executed by the team
• Internal enablement and best practices
  
  

Renewals and 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
  
  

Nice to Have

• Familiari
  
  

ty with customer health scoring methodologies

• Background in customer success or... For full info follow application link.