Manager, Customer Success Operations

Mursion builds AI-powered simulation training for the skills that matter most — communication, leadership, empathy, and judgment. Our platform puts learners in realistic, high-stakes conversations and gives them a safe space to practice before those moments happen in real life. We work with enterprise organizations across healthcare, financial services, technology, and education who are serious about building human capability at scale.

We're building the operational infrastructure that will define how Mursion serves customers. The CS org is evolving from a generalist model to a specialized, motion-based team — Strategic Enterprise, Strategic Partnerships, and a Scaled long-tail motion — and this role is the engine that makes all three work.

As Manager of CS Operations, you'll sit at the intersection of data, process, and people. You'll build the health scoring and risk intelligence that helps CSMs act before accounts churn. You'll coach and develop our Implementation Manager and improve the end-to-end launch experience. You'll design the programmatic motion that serves 100+ accounts without requiring 100+ hours of manual CSM work. And you'll systematize how the CS team operates so we spend more time driving customer outcomes and less time navigating internal friction.

This is a builder role. You're not inheriting a finished system — you're building it. If that's energizing, read on.

Customer Health & Intelligence

• Design and deploy a meaningful account health score — not a vanity metric, but a signal CSMs trust and act on
• Build risk indicators and adoption insights that surface the right accounts at the right time
• Own the utilization data infrastructure — zero accounts with no visibility by end of Q2
• Build executive-ready reporting that connects platform usage to business outcomes
• Partner with CS leadership to create a weekly account health digest that eliminates manual data pulling for CSMs

Implementation Excellence

• Manage and coach the Implementation Manager, developing their skills in project management, client enablement, and cross-functional coordination
• Own and continuously improve the implementation methodology — launch playbooks, handoff standards, milestone tracking, go-live verification
• Drive time-to-value toward a 30-day target
• Build and maintain implementation KPIs with full visibility for CS leadership

Scaled Customer Success

• Design the operational foundation for our 100+ account long-tail segment — programmatic engagement, behavior-triggered communications, automated renewal plays
• Build the infrastructure (tooling, playbooks, cadences) that allows a Scaled CSM/PM to effectively manage a high-volume book without high-touch coverage on every account
• Define what "done" looks like for the Scaled motion and lead its launch

CS Operational Excellence

• Standardize CS processes, playbooks, and documentation across all three customer motions
• Improve cross-functional workflows with Sales (handoff), Talent Ops (staffing), Content (scenario delivery), and Support (ticket visibility)
• Own HubSpot data quality with the support of RevOps — CSM fields, renewal deal structure, health score integration
• Identify and eliminate the operational drag that diverts CS capacity from retention and expansion work

Experience

• 5–7 years in Customer Success, Revenue Operations, or CS Operations — ideally in a B2B SaaS or technology-enabled services environment
• Demonstrated experience building or improving CS infrastructure: health scoring, playbooks, tooling implementation, or scaled engagement models
• Experience managing or coaching at least one direct report; comfortable holding people accountable to outcomes
• Hands-on with a CRM (HubSpot strongly preferred) and at least one CS platform (Gainsight, Totango, ChurnZero, or equivalent)
• Has designed or operated a scaled/digital CS motion 

Skills and Approach

• Systems thinker who diagnoses root causes rather than patching symptoms
• Builds for adoption — your dashboards get used, your playbooks get followed, because you designed them for how people actually work
• Communicates with clarity at every level — can present a health score methodology to a CSM and a GRR risk summary to a VP in the same week
• Comfortable with ambiguity and comfortable saying "we don't have that yet, here's how we'll build it"
• Bias toward action — ships imperfect things, iterates, doesn't wait for perfect data to make a call

Bonus

• Experience in learning technology, simulation, or workforce development
• Familiarity with Cora.ai, Quicksites, or similar utilization/adoption platforms
• Has operated inside a burn-conscious, retention-first company where every dollar of ARR matters

$140,000–$150,000 base salary, plus a target bonus and equity. We invest in our team and want this role to share in the upside as we grow.

• Competitive Salary, bonus eligibility and equity
• Flexible PTO
• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k)
• Life Insurance (Basic, Voluntary & AD&D)
• Parental Leave
• Short Term & Long Term Disability
• Work From Home