Revenue Operations Manager - Customer Success Ops

Key Responsibilities:

• Customer Success Process Optimization
• Design, document, and continuously improve post-sale processes including onboarding, renewal, expansion, and escalation workflows.
• Support territory and account assignments for Customer Success Managers, ensuring equitable coverage
• Streamline handoffs between Sales and Customer Success to ensure a smooth customer transition.
• Work closely with Sales, Marketing, Product, and Support to align on customer segmentation, feedback loops, and upsell/cross-sell strategies.


Customer Health & Retention Insights
• Build and maintain dashboards to track customer health, product usage, NPS/CSAT, renewal risk, and expansion opportunities.
• Collaborate with CS leadership to define key metrics and reporting that guide team strategy and individual performance.
• Identify churn risk patterns and proactively surface insights to enable intervention strategies.


Systems & Tooling
• Own and manage Customer Success platforms (e.g., Gainsight, Totango, Catalyst) and ensure integration with CRM and other GTM tools.
• Partner with GTM Ops and RevOps peers to ensure data consistency, visibility, and system optimization across the customer lifecycle.
• Implement automated alerts, playbooks, and workflows to support CSMs and scale the customer experience.


Cross-Functional Alignment
• Work closely with Sales, Marketing, Product, and Support to align on customer segmentation, feedback loops, and upsell/cross-sell strategies.

Qualifications:

• 4+ years in Revenue Operations, Customer Success Operations, or GTM strategy roles.
• Strong understanding of customer lifecycle stages and metrics (e.g., churn, NRR, GRR, health scoring).
• Experience with Customer Success tools (e.g., Gainsight, Totango) and CRMs (e.g., Salesforce).
• Strong analytical skills with the ability to tell stories through data.
• Excellent project management, communication, and cross-functional collaboration skills.

Benefits and Perks:

• The big-picture value proposition of this role is simple: join us, and you'll be paid competitively to have freedom in solving worthwhile, challenging problems alongside other A-players at a fast growing SaaS startup led by an experienced and successful co-founding team with industry experience.


Other benefits include:
• Adventure travel stipend - you receive a $1,000 travel reimbursement on your work anniversary each year. We encourage our team to recharge and explore the world beyond their home office walls.
• Remote, work-from-anywhere culture
• Flexible PTO
• World Class health benefits - we believe in fostering flourishing teams by providing benefits that go beyond the usual standards - Health, vision, dental, HSA/FSA, and mental health support.
• Stock options - every Full Time Employee has ownership in Aiwyn's future and success.
• 401(k) matching

Our Values:

• Trust - We champion transparency, welcome differing perspectives, uphold accountability, and trust that others have good intentions
• Courage - We have the courage to take calculated risks and embrace change, knowing what worked in the past won’t always work in the future
• Impact - Rooted in determination and innovation, we chase extraordinary outcomes and impactful results
• Relentlessness - We approach challenges with an unwavering resolve, never settling for mediocrity, and always striving to surpass expectations

Learn more about Aiwyn:

• About us
• Why Aiwyn
• YouTube page