Customer Operations Manager

The role

You will own the systems, data, and processes for the Customer Success organization. You will work with the Sr. Customer Success Operations Manager and cross-functional teams to manage reporting, tool configuration, and workflows.

What you will do

• Build and maintain recurring reports and dashboards for leadership and CSMs.
• Pull and clean data from CS platforms using AI-assisted tools.
• Perform day-to-day administration of CS platforms including field updates and access requests.
• Document and refine workflows, playbooks, and automations.
• Own renewal tracking and reporting.
• Coordinate onboarding operations tasks like checklists and milestone reporting.
• Partner with CSMs, Renewals, and Onboarding teams on ad hoc projects.
• Help onboard new CS Ops hires to platform basics and team workflows.

Required qualifications

• 4+ years of experience in a data, operations, or customer-facing support role.
• Proficient working in spreadsheets/Excel.
• Working proficiency with at least one CRM/CS platform (Salesforce, Gainsight, HubSpot, Zendesk, or similar).
• Strong attention to detail and organizational skills.
• Clear written and verbal communication skills.
• Genuine curiosity about how Customer Success operations and SaaS businesses work.

Nice to have

• Exposure to SQL or BI tools (e.g., Tableau, Looker).
• Prior exposure to a Customer Success, Support, or RevOps function.
• Basic understanding of SQL, Excel formulas/pivot tables, or data visualization tools.
• Experience with CRM/CS Platforms including Gainsight and Salesforce.
• Fluency with AI-assisted tools for reporting, data cleanup, and data analysis.
• Experience in a SaaS or high-growth technology company.

About the company

Menlo Security is the leader in Browser Security for human and agentic workforces. The Menlo Browser Security Platform protects organizations from cyberattacks by stopping threats across the web, documents, and email.