Customer Success Operations Manager

At AgencyAnalytics, we empower marketing agencies with cutting-edge tools to streamline their reporting processes and elevate their client relationships. As a leading B2B SaaS company, we specialize in providing automated reporting software tailored to the unique needs of marketing professionals worldwide. Our mission is to revolutionize how agencies analyze and communicate data, ultimately helping them drive better results for their clients.

As our Customer Success Operations Manager, you’ll lead efforts to refine customer onboarding, drive expansion, and reduce churn with the goal of empowering our Customer Success and Support teams to become key revenue drivers. Whether you’re a proactive problem solver who loves to get things done or a strategic thinker who excels at seeing the big picture and guiding others, this role will allow you to leverage your unique strengths to make a significant impact.

In this role, you’ll report to the Director of Revenue Operations and regularly work with the Go-to-Market team. You’ll play a pivotal role in guiding the Customer Success and Support teams using data, creating scalable processes, and continuously improving how we serve our customers—all while being part of a supportive and motivated Operations team where your insights and contributions are highly valued.

• You’ll ensure customers quickly achieve value by refining the onboarding processes, focusing on improving NPS and CSAT and using in-app user data to tailor experiences.

• You’ll identify and propose expansion opportunities for different customer segments, using in-app customer data to drive product-led growth.

• You’ll analyze user behaviour and implement automated solutions to proactively reduce churn, tracking effectiveness through metrics like Churn Rate, NRR, TTV and NPS.

• You’ll equip teams with the right tools and processes, optimize HubSpot workflows, sequences, and playbooks, and ensure they have access to actionable in-app user data.

• You’ll provide Customer Success and Support teams with insightful reports and dashboards, using custom datasets to guide them effectively.

• You’ll work closely with Sales & Marketing and Product Ops teams to align Customer Success Operations strategies with a key focus on strengthening post-sale PLG initiatives.

• You’ll bring 3-5 years of experience in Customer Success Operations, with a strong focus on onboarding, expansion, and churn mitigation in a PLG environment.

• You’ll have 3-5 years of experience as a HubSpot admin, creating workflows and optimizing sequences.

• You’ll have 1-3 years of admin experience with Intercom or similar tools, leveraging automation to improve customer interactions.

• You’ll bring strong analytical skills, using data to guide strategic decisions and create actionable plans.

• You’ll have excellent communication and collaboration skills, with a talent for both getting things done and guiding cross-functional teams toward common goals.

• You’ll bring a process improvement mindset, constantly refining and optimizing operations for efficiency and scalability.