Senior Customer Success Operations Manager
Cymulate
Make Your Mark
Cymulate’s Continuous Security Validation enables companies to challenge, assess and optimize their cyber-security posture against the evolving cyberthreat landscape, simply and continuously.
With world-class clients we strive to bring the highest level of service to everything we do. Our team is made up of the very best people for the job and as we grow, we’re always on the lookout for people with the skills, experience, and personality that will let us both shine. With high scores on Gartner, G2 and Glassdoor, our clients and employees have let us know what they love about us.
We’re looking for a strategic and execution-driven Senior Customer Success Operations Manager to help us scale and optimize our global CS and Support organization at Cymulate.
This individual will own the systems, data, and workflows that power our ability to deliver best-in-class customer experiences across segments, regions, and use cases — from MSSPs to enterprise red teams.
This role is central to driving our operational maturity forward: from tooling and automation to customer health modeling and performance visibility across 1000+ accounts.
What You'll Own
Systems & Tooling
- Lead the implementation and optimization of key tools (e.g., Gainsight, SFDC, Databricks) to support CS workflows, renewals, adoption tracking, and support ops
- Partner with Product, R&D, and Support teams to align tech stack with EV/EM rollout phases and customer lifecycle milestones
- Own ongoing configuration and governance of Salesforce for CS use cases — including playbooks, task flows, renewal views, and reporting
- Serve as the go-to SME for Gainsight (a plus) — health scores, CTAs, journey orchestration, and adoption triggers
Data & Insights
- Build scalable reporting models to track CS performance, GRR/NRR trends, usage signals, and early warning indicators
- Design customer health scoring models using both structured inputs (e.g., ARR, support trends) and behavioral and adoption signals
- Drive quarterly CS insights for leadership reviews and board presentations
Strategy & Enablement
- Drive operational alignment across CS, MSSP, and Support teams to ensure SLAs, success plans, and validation strategies are measurable and scalable
- Support customer segmentation and service tiering (e.g., Core Defense / Adaptive Security / Offensive Advantage) with relevant data views and automation
- Partner with CS leadership on forecasting, headcount modeling, and compensation design support
Who You Are
- 4+ years of experience in CS Ops / Revenue Ops / GTM Analytics at a fast-paced SaaS company (cybersecurity a plus)
- Salesforce power user — strong admin-level expertise across dashboards, workflows, and custom object modeling
- Gainsight experience a plus, but not mandatory if you’ve implemented similar lifecycle or journey tools
- Strong analytical background — fluent in building dashboards and interpreting complex usage data
- Able to take ambiguous problems and build processes, dashboards, or workflows to solve them
- "Big head, can-do" attitude — proactive, scrappy, collaborative, and comfortable working across CS, Product, and GTM
- You’re energized by enabling others and making complexity manageable