Customer Success Operations Manager

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    "datePosted": "2026-05-28",
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    "description": "<p><span style=\"font-size: 10pt; font-weight: bold\">Please note: we’re a remote-first company and offer the flexibility to work remotely within the country listed in the job posting.</span></p>\n<p><span style=\"font-size: 10pt\">At Bitrise, we’re transforming how mobile products are developed and deployed for thousands of customers worldwide. Many customers discover us through events that either introduce them to our platform or help them understand a problem they’re facing and how we can solve it. </span></p>\n<p><span style=\"font-size: 10pt\">As a Customer Success Operations Manager, you join our Revenue Operations team in a strategic advisor role to enhance efficiency, and drive growth through enabling our Customer Success Operations. You will be responsible for Customer Success Operations and Automations.</span></p>\n<p><span style=\"font-size: 10pt\">The Customer Success team is doing great work today but CS Ops at Bitrise has historically been reactive, and too few projects have been clearly traceable to a dollar value. We're hiring this role to change that. We want someone who treats CS Ops as a revenue function in its own right, brings fresh thinking, and can show how every project either generates revenue, reduces churn, or frees the team to do more of both.</span></p>\n<p><span style=\"font-size: 10pt\">As a CS Operations Manager you will build the operational backbone of Bitrise's Customer Success function so every team member and CS leader makes the right call at the right time, and so retention becomes a predictable, measurable outcome rather than a quarterly surprise.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">You are the ideal candidate if you:</span></p>\n<p><br></p>\n<p><span style=\"font-size: 10pt\">Are a commercially-minded operator who has worked in or alongside a Customer Success team and instinctively connects operational work to revenue, churn or capacity outcomes. You are fluent in data, comfortable building in SQL and modern BI tools, and energised by using AI to take low-value work off the team's plate. You design processes that earn adoption rather than being mandated, you communicate clearly in an async environment, and you would rather ship a working v1 than polish a perfect plan. You understand consumption-based commercial models and how they change the CS motion compared to pure-seat SaaS.</span><br></p>\n<p><br></p>\n<p><span style=\"font-size: 10pt\"><span style=\"font-weight: bold\">Your Competencies &amp; Skills</span></span></p>\n<p><span style=\"font-size: 10pt\"><br></span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Experience working with Customer Success or other Customer facing teams. Direct experience in Customer Success Operations, Revenue Operations or as part of a CS team is an advantage.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Experience and the ability to drive efficiency through AI tooling.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Strong HubSpot competence as the CS-adjacent system of record: object model, reporting, automation, integration points. You are not blocked by an admin.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">A commercial mindset. You instinctively translate operational work into revenue, churn or capacity outcomes. You can defend any project on your roadmap with a dollar number, and you bring fresh ideas to generate revenue or reduce churn rather than waiting to be asked.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Fluent in SQL. You write your own queries against a warehouse, validate data, and spec models cleanly to a data team.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Comfortable in modern BI tools (Metabase, Looker, Tableau, Hex, Mode, Sigma or equivalent). You can build dashboards, but more importantly you know what not to put on them.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Track record of materially moving retention metrics. You can point to specific NRR, GRR or churn outcomes, explain what you did, and credibly separate your contribution from other variables.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Strong understanding of consumption and usage-based commercial models and how they change CS motion vs. pure-seat SaaS.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Demonstrated ability to design and roll out cross-functional processes and earn adoption, not mandate it.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Excellent written communication and the ability to work in an async, distributed company.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">A bias to ship. v1 in production beats v3 in Figma.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\"> Your Responsibilities</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">1. CS systems and tooling</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt\">You are the architect and administrator of the CS tech stack. This includes tools like Sylvan, the CS data model, and integrations with Salesforce, HubSpot, Intercom (including Fin), QuotaPath and Claude skills. You set the governance: change control, field hygiene, and data quality SLAs. You manage the approval of deals and administer the tool used to house commission plans for CS.</span></p>\n<p><br><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">2. Customer health scoring</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt\">You partner with the Data team to finesse and maintain the customer health score, which is built by Data and managed in Metabase. Your focus is making it actionable: spotting trends in how health is moving across the customer base, surfacing those trends to senior leadership, and bringing concrete ideas on how to move the needle and increase the number of healthy customers. You help wire the score into automated alerts and CTAs, and ensure it stays validated against churn and expansion outcomes over time.</span></p>\n<p><br><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">3. Reporting, analytics and the CS data layer</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt\">You build the reporting backbone alongside Bitrise's Data team:</span></p>\n<ul>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt\">Exec and Board: examples include NRR, GRR, logo churn, ARR churn, expansion ARR, downsell ARR, NPS/CSAT, NER, segment cuts, cohort retention curves, plus the revenue and churn impact of CS Ops projects.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt\">CS Leadership: examples include forecast accuracy, pipeline by risk category, save rates, expansion-sourced ARR, QBR/EBR coverage, time to resolution on at-risk accounts.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt\">Individual: examples include book health, upcoming renewals, CTAs due, account-level usage trends, expansion signals, executive sponsor coverage.</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">4. Support scale and automation</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt\">You partner with the Support team to scale Support through automation and AI: Fin-first optimisation in Intercom, deflection strategy, ticket-to-health-score signals, joint SLA reporting for customers, and feedback loops from Support into Product.</span></p>\n<p><br><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">5. Cross-functional partnership</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt\">You sit at the centre of a Venn diagram:</span></p>\n<ul>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt\">Sales and RevOps: clean AE-to-CSM handoff, joint account planning on strategic accounts, shared definitions of expansion vs. cross-sell vs. renewal uplift.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt\">Product and Engineering: telemetry pipelines, feature adoption tracking, beta programs, churn-driven roadmap signals, NPS verbatim routing.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt\">Marketing: lifecycle marketing, advocacy and reference operations (including publicly referenceable customer tracking), customer story sourcing.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt\">Finance: ARR roll-forward, consumption billing reconciliation, deferred revenue alignment.</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">6. Capacity, headcount and compensation planning</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt\">You support the data backbone for CS comp plan design and attainment tracking.</span></p>\n<p><br><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Dimensions to your Role</span></p>\n<p><br><br></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Individual contributor role within Revenue Operations, reporting to the Head of Revenue Operations.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Operates across the full Customer Success customer base spanning Enterprise, Scaling and PLG long-tail segments.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Owns CS Ops tooling, reporting and process; partners with Data, Support, Sales, Product, Marketing and Finance.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">No direct reports; influence and delivery come through partnership and adoption rather than authority.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">What We Offer</span><br></p>\n<p><br></p>\n<ul>\n<li><span style=\"font-size: 10pt\">The opportunity to learn about app development by playing a crucial role in the mobile development process for the world’s most successful companies</span></li>\n<li><span style=\"font-size: 10pt\">The security of working in a financially stable, growing company with an ever-expanding global customer base</span></li>\n<li><span style=\"font-size: 10pt\">A remote working environment with opportunities for in-person collaboration</span></li>\n<li><span style=\"font-size: 10pt\">A global customer portfolio to manage</span></li>\n<li><span style=\"font-size: 10pt\">A competitive stock options package</span></li>\n<li><span style=\"font-size: 10pt\">Private medical insurance &amp; life assurance</span></li>\n</ul>\n<p><span style=\"font-size: 10pt\"><br><span style=\"font-weight: bold\">About Bitrise</span></span></p>\n<p><span style=\"font-size: 10pt\">Bitrise is a continuous integration and delivery platform, built by and for mobile app developers. Our mission? To help everyone build and operate better mobile apps. By streamlining, automating and optimizing recurring mobile development processes, we free up time and resources for creative, interesting and impactful development tasks, resulting in better, faster releases.</span></p>\n<p><span style=\"font-size: 10pt\">As a successful graduate of Y Combinator, we are born of the same DNA as Airbnb and Dropbox. Since Bitrise was launched in 2015, we have grown exponentially: Today, tens of thousands of developers release apps via Bitrise that end up on billions of mobile devices around the world. </span></p>\n<p><span style=\"font-size: 10pt\">Some of the teams who already trust us are Tripadvisor, Shopify, Get Your Guide, or GoDaddy.. Pick up any mobile device, and chances are you’ll encounter multiple apps that were built on Bitrise. Working at Bitrise means contributing to all of that.</span></p>",
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