Skills
Customer Success Operations
Process Improvement
Customer Health Analytics
About the Role
Envoy is seeking a Customer Success Operations Manager to help drive operational excellence across our customer success organization. In this role, you’ll partner with cross-functional teams to improve customer onboarding, adoption, and retention—ensuring customers can confidently run secure, compliant workplace operations at every location.
Responsibilities
- Own and improve customer success operational processes, workflows, and reporting to support scalable outcomes
- Partner with Customer Success, Product, and Support to identify friction points and implement process improvements
- Coordinate operational planning for onboarding and ongoing success activities across customer segments
- Track key customer health metrics and help translate insights into actionable recommendations
- Support continuous improvement initiatives to enhance customer experience and reduce time-to-value
- Maintain documentation and operational standards to ensure consistency across the team
Requirements
- Experience in customer success operations, customer operations, or a related operational role
- Strong analytical skills with a track record of using data to drive process improvements
- Comfort collaborating with technical and cross-functional teams
- Excellent communication skills with the ability to influence without authority
- Experience with CRM and reporting tools (e.g., Salesforce) is a plus
Benefits
- Opportunity to work on a mission-critical platform used by thousands of organizations worldwide
- Collaborative, high-impact team environment
- Professional growth through cross-functional exposure and continuous improvement initiatives
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