Customer Success Operations Manager
As the Customer Success Operations Manager, you will work within the Customer Success team and focus on scale, efficiency, and data driving toward our revenue retention goals. Your mission is to remove friction for our customer success managers by optimizing processes, managing our success tech stack, and turning customer data into actionable insights. You will help ensure that our customer experience remains seamless and data-driven.
Please note that this opportunity is located in New York, NY, and requires this hire to work from our office 4 days a week. **
Here’s what you can expect as a Customer Success Operations Manager:
Systems Ownership & Integration:
- Own the operational effectiveness of core Consumer Operations systems, including Gainsight, Salesforce, Pendo, Slack integrations, and related tooling.
- Ensure systems are stable, scalable, well-integrated, and optimized for frontline teams
- Act as the technical point of accountability for system enhancements, integrations, and issue resolution.
- Proactively identify gaps or inefficiencies in the current tech stack and propose durable solutions with an AI first approach.
- Take ownership of ambiguous operational problems by structuring analyses, developing recommendations, and driving implementation.
- Create scaled AI solutions to operational problems using platforms such as Luvable, chatgpt, and n8n if needed.
Client Operations:
- Own the creation of email and/or in-app outreach to our customer base to drive product awareness and adoption. This includes creating the copy, audience segmentation, and success reporting.
- Enable CSM team to best serve clients through scalable solutions such as Gainsight CTAs, automated QBR creation, and NPS Surveying.
- Build and formalize customer success workflows across the full member lifecycle, from onboarding through ongoing engagement and issue resolution. Help identify friction points and proactively design solutions.
Voice of the Customer (VOC) Reporting & Insights:
- Be a thought leader/owner in the development and maintenance of reporting that surfaces Voice of the Customer (VOC) insights across Consumer Operations channels.
- Build scalable, automated reports and dashboards that highlight customer sentiment, recurring issues, friction points, and experience trends.
- Partner cross-functionally to ensure VOC insights are actionable and regularly incorporated into decision-making.
- Use data to connect customer feedback to operational drivers and improvement opportunities.
- Support client retention through scaled data analytics on product adoption.
What Makes You a Great Fit?
- 3+ years in a similar role, such as Customer Success Operations or Sales Operations
- Ideally experience in a high-growth SaaS environment
- Strong project management and "change management" skills
- Proficiency in Salesforce, Gainsight, Excel, and AI tooling
- Experience building operational systems from scratch that has scaled successfully with business growth
- Demonstrated ability to troubleshoot technical issues across multiple integrated systems
- Exceptional written and verbal communication — you can explain complex technical issues to non-technical stakeholders and write client communications that build confidence
- Strategic thinking balanced with hands-on execution — you can design long-term solutions while rolling up your sleeves to solve today's problems
- Strong prioritization skills — you thrive when everything feels urgent and can make clear trade-off decisions
- Cross-functional collaboration — you build strong relationships across teams even when priorities compete
- Comfort with ambiguity — you can create structure and clarity in undefined situations
What VTS Values & How We Show It
- Strive for Excellence - We know your potential is unlimited. Take advantage of our executive coaches and our training and career development programs available to all employees!
- Be Customer Obsessed - We’re employee obsessed too! VTS offers competitive compensation, comprehensive health benefits (including dental and vision), pre-tax commuter benefits, and a 401(k) plan. Not to mention the fun stuff - quarterly happy hours, wellness events, clubs, and team lunches!
- Be Curious - Benefit from a culture that promotes new learning. VTS offers an education stipend to all employees!
- Move as One - We work in an open floor plan to promote cross-functional collaboration.
- Take Ownership - Be an owner of the company you’re building with our equity packages.
- Appreciate the Difference - VTS embraces and celebrates diversity. We understand the importance of a strong work-life balance. We offer a flexible PTO policy, generous family leave program, and more!
ABOUT VTS
VTS is the industry's only technology platform that unifies owners, operators, brokers, and their customers across the commercial and residential real estate ecosystems. In 2013, VTS revolutionized the commercial real estate industry’s leasing operations with what is now VTS Lease. Today, the VTS Platform is the largest first-party insights and collaboration engine in the industry, transforming how strategic decisions are made and executed by real estate professionals across the globe.
With the VTS Platform, consisting of VTS Lease, VTS Market, VTS Activate, and VTS Data, every stakeholder in real estate is given real-time market information and workflow tools to do their job with unparalleled speed and intelligence. VTS is the global leader, with more than 60% of Class A office space in the U.S., and 13 billion square feet of office, residential, retail, and industrial space is managed through our platform worldwide. VTS is utilized by over 45,000 professionals and over 1.2 million total users each day, including industry-leading customers such as Blackstone, Brookfield Properties, LaSalle Investment Management, Hines, BXP, Oxford Properties, JLL, and CBRE.
VTS maintains offices in New York City, London, Toronto, Chicago.
To learn more about VTS and view our open roles, visit us at vts.com or follow us on Instagram (@WeAreVTS) or LinkedIn.
Pay Transparency
At VTS, we pride ourselves on articulating a clear and transparent philosophy around equitable, impartial compensation that will allow us to recruit and retain an exceptional team. The base salary is market-driven at the time of offer and is based on tier 1 market data. The salary for this role will range between $113,500 and $124,800 and is determined by several factors, including your skills, prior relevant experience, quality of interviews, leveling, and geography.
EEO Guidelines
VTS embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.
All your information will be kept confidential according to EEO guidelines. For more information about what we collect and how we use it, please refer to the Candidate Privacy Statement.
If you have a disability or special need that requires accommodation at any time during the recruitment process, please let us know at ta@vts.com