Note: The job is a remote job and is open to candidates in USA. Mursion is a company that builds AI-powered simulation training for essential skills such as communication and leadership. They are seeking a Manager of Customer Success Operations to develop the operational infrastructure that enhances customer service and drives outcomes through data and process improvements.
Responsibilities
- 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
- 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
- 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
- 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
Skills
- 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
- 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
- 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
Benefits
- 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
Company Overview
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