Customer Success Operations Manager

About Nooks.ai:

Nooks is the AI Sales Assistant Platform (ASAP) that automates the busywork so reps can focus on the human part of selling and generate more sales pipeline. Nooks has helped thousands of sales reps hit quota, saved customers hundreds of thousands of hours, and powered hundreds of millions of dollars in pipeline. Nooks is loved by sales teams at companies like Hubspot, Rippling, and Toast, and hundreds more.

For more information, visit Nooks.ai http://Nooks.ai.

About the Role

The Customer Success Operations Manager is a senior individual contributor role responsible for defining, operating, and scaling the systems, insights, and processes that power Nooks’ Customer Success organization. This role serves as a strategic partner to CS leadership, with clear ownership over post-sales performance management, customer health, and operational execution.

You will design how Customer Success runs — from metrics and forecasting to segmentation, tooling, and operating cadence — and ensure the CS org has the clarity, infrastructure, and insights needed to drive retention and expansion at scale. This role is ideal for someone with a strong CS Operations background who thrives in high-ownership environments and is comfortable shaping both strategy and execution.

You will report to the Vice President of Revenue Operations and work closely with Customer Success, Support, Sales, and Product leaders.

Please note: HubSpot Sales Hub and/or Service Hub experience is strongly preferred. Candidates with deep CRM administration experience and a demonstrated ability to quickly learn HubSpot will also be considered.

What You’ll Do

CS Performance & Insights

• Define and own the core metrics, KPIs, and performance frameworks that govern Customer Success and Support, including forecasting, retention, expansion, and customer health

• Design and maintain CS dashboards and reporting that translate data into clear, actionable insights for CS leadership

• Own customer health scoring logic and segmentation models across high, medium, and low-touch customer segments

• Proactively surface trends, risks, and opportunities, influencing leadership decisions through data-backed recommendations

• Ensure accuracy, consistency, and trust in CS data across all systems of record

CS Operating Model & Process

• Own the CS operating cadence, including forecasting rhythms, performance tracking, and planning cycles

• Execute day-to-day CS operations tasks that keep the business running (e.g., account assignments, weekly reporting, special projects, etc.)

• Design, document, and continuously improve CS processes such as book of business structure, capacity modeling, renewals workflow, and escalation paths

• Partner with CS and Support leadership to evolve the post-sales operating model as the business scales

• Drive cross-functional alignment with Sales, Product, and Marketing to improve customer experience and post-sales execution

Systems, Tooling & Automation

• Own the CS technology stack end-to-end, from requirements gathering through configuration, rollout, and ongoing optimization

• Design and implement workflows, automations, and customer lifecycle journeys within HubSpot and adjacent CS tools

• Help to build and scale digital success programs across customer segments

• Evaluate tooling gaps and implement best practices, standardization, and automation to improve CS efficiency and effectiveness

Preferred Skills & Experience

• 4+ years of experience in Customer Success Operations, Revenue Operations with deep CS ownership, or management consulting with direct CS operating responsibility

• Proven experience owning CS metrics, health scoring, renewals forecasting, and post-sales performance management

• Hands-on experience with CS and SaaS technology stacks such as HubSpot, Gong forecasting, Pylon, Looker, and Gainsight, with strong expertise in HubSpot Sales and Service Hubs

• Advanced ability to build and maintain dashboards, reports, and data models that drive executive decision-making

• Strong analytical judgment with the ability to move beyond reporting into insight, prioritization, and recommendation

• Demonstrated success designing scalable CS processes and operating models in high-growth SaaS environments

• Strong project ownership skills with the ability to independently drive complex, cross-functional initiatives

• Comfort operating with ambiguity and shaping structure where none exists

• Builder mindset with a bias toward action and measurable impact

• Deep empathy for customer-facing teams and a strong investment in their success

We offer competitive compensation because we want to hire the best people and reward them for their contributions to our mission. We pay all employees competitively relative to market. In compliance with pay transparency laws and in pursuit of pay equity and fairness, we publish salary ranges for our open roles. The target salary range for this role is $140,000-$180,000. On top of base salary, we also offer equity, generous perks and comprehensive benefits.

Equal Employment Opportunity Statement

Nooks is an equal opportunity employer committed to fostering a diverse and inclusive workforce. We believe in providing equal employment opportunities to all individuals regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other characteristic protected by law.

Nooks does not discriminate in hiring, promotion, compensation, or any other employment practices, and we are committed to ensuring a workplace that is free from discrimination, harassment, and retaliation. We encourage individuals from all backgrounds to apply and join our team.