Customer Success Operations Architect

Vasion is seeking a Customer Success Operations Manager who embodies our core values and is eager to join our dynamic team. We are dedicated to enabling digital transformation for everyone by providing an affordable, integrated SaaS solution that simplifies business operations. Vasion offers a flexible working environment for our 400+ employees around the globe, including at our headquarters in St. George, Utah, and offices in the UK, Germany, and Lehi, Utah.Role Overview The ideal candidate will be the operational backbone of our CS organization. As an individual contributor embedded within the CS team, you'll own the systems, data, and processes that enable our Customer Success Managers to deliver exceptional experiences at scale. You'll work cross-functionally with Product Management, Marketing, Sales, Channel, Business Operations, and Enablement to ensure our CS motion is efficient, measurable, and repeatable.What You'll Do CS Tooling & Tech StackOwn the administration, configuration, and optimization of our CS platform.Evaluate, implement, and integrate new tools that improve team productivity and customer visibilityServe as the internal subject-matter expert for CS technology, providing training and support to the broader teamPartner with Business Operations to ensure clean data flows across the CRM and CS tech stackData, Reporting & AnalyticsCollaborate with the Business Intelligence team to build and maintain dashboards and reports that surface key CS metrics - NRR, health scores, engagement trends, and moreTranslate data into actionable insights for CS leadership to inform strategy and resource allocationEstablish a consistent data governance framework to ensure accuracy and reliability across CS reportingConduct ad hoc analyses to investigate churn drivers, expansion patterns, and customer behaviorCollaboration with GTM Compensation team on plan design and executionCustomer Onboarding & Playbook DesignDesign, document, and iterate on scalable onboarding programs and customer journey playbooksCollaborate with CS Managers to identify gaps in the customer experience and build operational solutionsDevelop and maintain a CS playbook library covering key moments: onboarding, QBRs, escalations, expansions, and renewalsPartner with Enablement or L&D to ensure playbooks are adopted and consistently executed by the teamInternal enablement and best practicesRenewals & Churn ForecastingBuild and maintain a renewals forecasting model that gives leadership clear visibility into upcoming renewals and riskDevelop early-warning systems using health score data, usage signals, and engagement trends to flag at-risk accountsSupport the renewals process operationally - tracking renewal timelines, coordinating with Finance and Legal as needed, and ensuring no renewal falls through the cracksProduce regular churn analysis reports to identify systemic risk factors and inform proactive retention strategiesRequirements3-5 years of experience in Customer Success Operations or a closely related field at a B2B SaaS companyHands-on experience administering a CS platform (Gainsight, Client Success, ChurnZero, Totango, etc.) and SalesforceStrong analytical skills with proficiency in Excel/Google SheetsProven ability to design and document processes and playbooks that non-operational teams can actually followComfortable working with ambiguity and building structure where little existsExcellent communication skills - you can translate complex data into clear narratives for non-technical stakeholdersDetail-oriented and highly organized, with the ability to manage multiple projects simultaneouslyNice to Have Familiarity with customer health scoring methodologiesBackground in customer success or account management prior to moving into operationsBenefitsFlexible work environmentVacation BonusFlexible paid time offPaid parental leaveCompetitive payA full suite of traditional benefitsTraining/Advancement opportunities401k with company match and immediate vestingFinancial wellness educationCompany-contributed HSAOnsite perks include gym, pickleball, snacks & drinks, arcade, theater room, etc.Our Core Values Vasion looks for people who will exemplify its four core values and are driven to become:Action Owners, with principles drawn from Extreme Ownership by Jocko Willink and Leif BabinCandor Seekers, illustrated in Radical Candor by Kim ScottPeople Builders, as detailed in Leadership and Self-deception by The Arbinger InstituteStorytellers, guided by principles from Building a StoryBrand: Clarify Your Message So Customers Will Listen by Donald MillerMore about Vasion Visit https://www.vasion.com to learn more about Vasion.Additional Information Vasion is an equal opportunity employer. We evaluate qualified applicants without regard to race, age, color, religion, sex, national origin, disability, veteran status, gender identity, sexual orientation and other legally protected characteristics.#J-18808-Ljbffr