Customer Success Operations Manager

Envoy protects the places the world relies on most by unifying people, spaces, and communications in one secure, integrated workplace management platform and ecosystem. More than 16,000 workplaces around the world trust Envoy to run secure, compliant, and connected operations across every location. From manufacturing sites and data centers to life sciences labs, healthcare facilities, and corporate headquarters, Envoy unifies visitor management, risk assessment, mailroom management, digital signage software, resource booking, and emergency management into one integrated platform. With deep integrations across access control, identity, compliance screening, and collaboration tools—including LenelS2, Brivo, Genetec, Honeywell, Cisco Meraki, Okta, Microsoft Azure, Microsoft Teams, Slack, ServiceNow, DocuSign, Avigilon Alta, and Descartes Visual Compliance—Envoy helps organizations reduce risk, stay audit-ready, and operate with clarity at scale. Learn more at envoy.com http://envoy.com ABOUT THE ROLE We are looking for a Customer Success Operations Manager to help scale and optimize our post-sales organization. In this role, you will partner closely with CS leadership and cross-functional teams to drive operational rigor, scalable systems, and data-driven decision-making across Customer Success, Renewals, Solutions Engineering (pre- and post-sales), and Support. Reporting to the Head of CS Operations, you will be a strategic and hands-on partner to CS leadership; own post-sales data, compensation operations, tooling, automation, and large-scale operational programs.You http://programs.You will execute high-impact initiatives that strengthen systems and processes, equipping customer-facing teams with the insights and infrastructure needed to perform at a high level while enabling the organization to scale efficiently. The ideal candidate is a motivated self-starter who thrives in ambiguity, is passionate about supporting customer-facing teams, and brings strong analytical, communication, and project management skills. This is an on-site position that requires working 4 days a week (Monday-Thursday) at our Austin, Texas office. YOU WILL Post-Sales Strategy & Analytics - Own post-sales data and insights management including churn, expansions, pipegen, product usage, customer health metrics, NPS, and team performance dashboards. - Build and maintain dashboards and executive-ready reporting for QBRs, offsites, and board presentations. - Translate large, complex datasets into actionable insights and clear narratives for CS teams. - Maintain data accuracy across Salesforce, BI tools (Omni/Looker), Vitally, and related systems; establish processes to ensure ongoing data integrity. - Translate business requirements into technical specifications for Data/BI teams and communicate outcomes across technical and non-technical audiences. CS Compensation & Performance Operations - Manage quarterly compensation plans, SPIFFs, quota tracking, and attainment reporting. - Support headcount planning and capacity modeling for the Success organization. - Build dashboards and reporting frameworks that drive performance visibility and accountability. Operational Excellence & Automation - Support and execute large-scale, cross-functional operational programs (e.g., customer scale, NPS, advocacy, product launch readiness), partnering across Data, Product, Finance, Marketing, and GTM to ensure strong execution. - Drive automation and process optimization initiatives, proactively leveraging and learning emerging AI tools, to improve efficiency, scalability, and workflow quality. - Identify and implement systems and tooling enhancements while managing and optimizing the CS tech stack (Vitally, Omni, Intercom, and related systems), continuously evaluating new technologies to support growth and scalability. - Proactively streamline workflows and document and execute process improvements that increase productivity and operational clarity across the CS organizati