The Senior Manager, Customer Operations is a strategic & hands-on leader responsible for driving operational excellence, insight-led decision making, & scalable execution across the Customer organization with a primary focus on Customer Success. This role partners closely with Customer leadership & the Head of Customer Operations to translate data, trends, & customer signals into action that improves adoption, retention, renewal outcomes, & overall customer health.

As the senior operations leader, this role owns GTM tooling enhancements, custom analytics, process design, & change management. They serve as the connective tissue between Customer Success, Data & Analytics, Product, Sales, Support, & Marketingensuring our customer teams are equipped with the right insights, workflows, & systems to proactively manage risk & drive customer value.

This role manages a Senior Analyst, Customer Operations role, providing direction, prioritization, & coaching, while remaining deeply involved in strategy, analysis, & execution.

In this role, you will:

Strategic Ops Partnership & CS Leadership Support

• Act as the primary operational partner & right hand to customer leadership, & a trusted operational partner to Customer Success Managers/Leaders.
• Provide ongoing trend analysis & insights to inform strategy, forecasting, renewals, & risk mitigation.
• Lead regular cross-functional forums to present data-driven insights on customer risk, adoption gaps, & renewal health, & collaborate with CS leadership to align on & support resulting action plans.
• Package [product usage] customer-ready insights & narratives that CSMs can confidently share with customers.
• Support change management efforts tied to new tools, processes, motions, or organizational shifts.

Customer Success Data, Insights & Analytics

• Partner with the Data & Analytics (DAS) team to define, build, & maintain key CS dashboards for both internal leadership & customer-facing use.
• Own CS data governance, including definitions, QA, validation, & consistency across tools & reports.
• Serve as the liaison between Customer Success & DAS, translating CS needs into clear data specifications & priorities.
• Oversee intake, prioritization, & scoping of CS data requests.
• Deliver actionable insights related to:
• Renewals & forecasting
• Customer risk & churn prevention
• Activation & product adoption
• Coverage models & capacity planning

Tools & Systems Ownership

• Partner with the Optimization team to administer, optimize, & evolve CS tools, including Gainsight, Salesforce (CS workflows & reporting), & Gong (CS use cases & insights)
• Provide clear operational requirements & use cases
• Support configuration, administration, & ongoing system hygiene
• Serve as primary CS point of contact for SFDC & CS tooling updates, ensuring timely communication back to the Success org
• Design & enable workflows for renewals, activation, risk management, & coverage.
• Ensure tools are configured to support scalable, repeatable CS motions.
• Work with our enablement team to lead systems training across Gainsight, Gong, Tableau, Salesforce, & related tools.

Process Design & Execution Excellence

• Design, document, & continuously optimize Customer Success processes, policies, & operating rhythms to ensure consistent execution & system adoption across the CS organization.
• Establish clear standards for CS execution by defining how core motions (e.g., renewals, risk management, account planning) should be run in practice, & monitoring adherence & effectiveness.
• Partner with CS managers & leaders to ensure CS systems are used optimally in day-to-day execution by reinforcing correct workflows, data hygiene, & process alignment across Gainsight, Salesforce, Gong, & analytics tools.
• Identify execution gaps & friction points through system usage, data quality, & CSM behavior patterns, & partner with CS leadership to drive targeted process or system improvements.
• Partner cross-functionally with Product, Sales, Marketing, & Support to align operational workflows, handoffs, & shared expectations across the customer lifecycle.

People Management

• Manage & develop the Senior Analyst, Customer Operations.
• Set priorities, provide coaching, & ensure high-quality execution across analytics, tooling, & operational support.
• Elevate the analysts work from tactical execution to insight-driven impact.

Why youre a great fit:

• 710+ years of experience in Customer Operations, Revenue Operations, Customer Success Operations, or a related function in a high paced, SaaS environment..
• Deep expertise in CS analytics, dashboards, & insight generation tied to retention & renewals.
• Hands-on experience administering & optimizing Gainsight & Salesforce; Gong & Tableau experience strongly preferred.
• Proven ability to translate data into actionable insights & operational change.
• Experience partnering closely with senior customer leadership.
• Proven ability to design scalable processes, drive consistent execution, & lead operational change.
• Prior people management experience required.
• Exceptional communication skills, with the ability to influence across functions.

Base compensation: $130,000 - $150,000. Total compensation for this role also includes incentive stock options & benefits. This compensation range may be adjusted based on actual experience. 

Why youll love working at Newsela:

• Health & Wellness: Access to the worlds leading medical experts for healthcare (pets included!). Discounts & resources to stay healthy: mind, body, & soul.
• Work From Home: Almost all of our roles are fully remote - tech stipend included!
• Supporting ALL Families: Supplemental programs & time off to take care of your family & yourself.
• Time Off: Flexible PTO to recharge, including Sabbatical Leave
• Inclusive Experiences: Robust DEIB curriculum, Identity & Experience Groups (Affinity Groups + Employee Resource Group), Authentic & Transparent conversations with Executive Leadership Teams, & integration of DEIB lens across Talent lifecycle processes.
• Professional Development: Holistic Learning & Development Programs that enable meaningful & inclusive experiences, programs that build future-focused competencies, cohort & community learning sessions that foster a sense of belonging, & individual development plans aligned with your personal & professional aspirations to turn goals into reality.
• Make A Difference: No matter your role or department, the work you do each day helps share the future of education & improves the lives of students & teachers.

About Newsela:

Newsela takes authentic, real world content from trusted sources & makes it instruction ready for K-12 classrooms. Each text is published at five reading levels, so content is accessible to every learner. Today, over 3.3 million teachers & 40 million students have registered with Newsela for content that's personalized to student interests, accessible to everyone, aligned to instructional standards, & attached to activities & reporting that hold teachers accountable for instruction & students accountable for their work. With over 15,000 texts on our platform & multiple new texts published every day across 20+ genres, Newsela enables educators to go deep on any subject they choose.