Client Success Operations Manager

Job description

Strider Technologies delivers strategic intelligence that helps organizations make faster, more confident decisions in an increasingly complex global environment. Using cutting-edge AI and proprietary methodologies, we transform open-source data into actionable insights that help protect technology, talent, and supply chains from nation-state risks. Job Summary We’re seeking a Client Success Operations Manager to build the systems, processes, and insights that power Strider’s client success organization. You’ll own the operational backbone of how we manage the client lifecycle, ensuring our CS team has the data, tooling, and workflows to deliver exceptional client outcomes at scale. You’ll put AI to work across the function, using it to automate routine operations, accelerate insight generation, and multiply what a lean CS org can accomplish. As Strider grows globally, you’ll turn operational complexity into clarity, helping leadership see around corners and helping CSMs spend more time with clients delivering value and less time on process. You’ll be part of the RevOps Team, which is the engine that helps power our Sales and Client Success teams. RevOps builds the data, systems, and operating cadences that turn Strider’s go-to-market engine into something predictable and scalable, giving leadership a single source of truth and giving every client-facing team the leverage to move faster. It’s a lean, high-impact team where the work you do is visible from day one, where AI is core to how we operate, and where the systems you build directly shape how Strider serves prospects and clients as we grow. If you’re energized by designing systems that scale, finding the signal in data, and enabling teams to do their best work, this role offers the chance to grow a critical function at Strider. Key Qualifications - 1-3 years of experience in customer success operations, sales operations, or customer success (e.g., CSM), ideally in B2B SaaS. - Proven success designing and implementing client lifecycle processes (adoption, risk escalation, renewal, expansion) adopted across a team. - Strong experience administering, building, and optimizing CRM and CS tooling (e.g., Salesforce), including workflow automation and data hygiene. - Demonstrated ability to build reporting and dashboards on retention and growth metrics (NRR/GRR, logo retention, renewal pipeline, expansion pipeline, health scores, churn risk) and translate them into action. - Experience managing renewal forecasting processes and supporting revenue leadership with accurate, timely pipeline visibility. - Hands-on experience applying AI tools (e.g., LLM assistants, AI agents, workflow automation, ideally in Claude) to operational work, while maintaining the judgment to know where AI adds leverage versus risk. - Excellent communication and relationship-building skills across functions including Client Success, Sales, Finance, and Product. - Ability to manage competing priorities and execute with precision in a fast-moving environment. Preferred: experience with SQL or BI tools (e.g., Databricks, DOMO); experience building AI-assisted reporting or agentic workflows; familiarity with capacity and compensation planning for CS teams; experience supporting clients in regulated or security-conscious industries. Description As the Client Success Operations Manager, you’ll own the engine that helps the CS organization runs day to day; this includes its data, systems, processes, and cadences. This is an individual contributor role with broad cross-functional reach. You’ll build and maintain the reporting layer leadership relies on: renewal pipeline, client health, risk signals, and retention performance. You’ll design the operating rhythm (forecast calls, risk reviews, churn root cause analysis reviews) and the workflows that keep accounts moving through the lifecycle consistently. You’ll support and improve the CS-related tech stack, partnering with internal data teams so client and revenue data is accurate and actionable. You’ll also support the CS org’s expansion motion, working in conjunction with Sales and Sales Ops to identify expansion signals in account data, build the processes that route opportunities between CS and Sales, and ensure expansion pipeline is tracked and forecasted alongside renewals. We expect this role to be an AI force multiplier for the organization: identifying where AI can automate reporting, surface risk and expansion signals earlier, and remove manual work from CSM workflows … then building and championing those solutions. What You’ll Do - Build and maintain dashboards and reporting on renewals, expansions, NRR/GRR, health scores, and churn risk. - Own renewal pipeline operations: forecast cadence, stage hygiene, and leadership reporting. - Support the expansion motion with Sales and Sales Ops: opportunity identification, CS-to-Sales handoff processes, and expansion pipeline tracking, as it relates to CS Teams. - Support the design and documentation of client lifecycle playbooks (onboarding, adoption, escalation, renewal, expansion). - Identify, build, and scale AI-powered workflows that automate operational tasks and accelerate insights for the CS org. - Support the administration of the CS-related tech stack and drive CRM data quality and automations. - Run the CS operating cadence, including renewal forecast reviews, all-hands, etc.. - Partner with Finance / BI on ARR, renewal opportunities, and other data reconciliation. - Surface insights on client trends and operational bottlenecks to CS and revenue leadership. - Partner with Onboarding & Implementation to operationalize the onboarding, implementation, and client support processes. - Support Voice of Customer initiatives (alongside Client Success, Strategy, and Product) to ensure client feedback is circulated and actioned throughout the organization. Additional Information - This is a global-facing role supporting a distributed CS team across regions and time zones. - This is an individual contributor position reporting to the Director of Revenue Operations. Benefits - Competitive Compensation - Company Equity Options - Flexible PTO - Wellness Reimbursement - US Holidays (Office Closed) - Paid Parental Leave - Comprehensive Medical, Dental, and Vision Insurance - 401(k) Plan Strider is an equal opportunity employer. We are committed to fostering an inclusive workplace and do not discriminate against employees or applicants based on race, color, religion, gender, national origin, age, disability, genetic information, or any other characteristic protected by applicable law. We comply with all relevant employment laws in the locations where we operate. This commitment applies to all aspects of employment, including recruitment, hiring, promotion, compensation, and professional development.