Sr Manager, Customer Success Operations

Couchbase, the operational data platform for AI, empowers businesses to succeed by bringing data to life in new ways. Major market-leading companies rely on Couchbase for mission critical operational, analytical, mobile and AI workloads. Built to replace legacy infrastructure and fragmented data services, Couchbase empowers enterprises with a unified platform architected for performance, flexibility and global scale.

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We are seeking a hands-on Sr. Manager of Customer Success Operations to partner directly with our SVP of Customer Success to operationalize and launch our newly designed CS function. In this role, you will be responsible for taking established customer journey blueprints, milestones, and data sources and translating them into repeatable processes, actionable dashboards, and clean Salesforce workflows. This is a manager-level role for an execution-focused operator who wants to build the data and process foundations for a modern, revenue-generating customer success organization from scratch.

Core Responsibilities

1. Data, Health, & Consumption Signals

• Health Score Formulation: Build and maintain the company''s data-driven "Customer Health Score" combining support logs, customer milestones, and usage trends into clear risk indicators.

• Retention Reporting and Forecasting: Design and build the baseline, centralized global dashboards within Salesforce and Tableau to measure and track Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and expansion pipelines. Build the predictive forecasting models and manage the weekly/monthly renewal pipeline reviews

• Consumption-Driven Growth Alerts: Partner with the Commercial Data & Analytics team to ingest product-usage and consumption data from Databricks, transforming raw telemetry into proactive system alerts that flag expansion, cross-sell, and upsell opportunities.

• Voice of the Customer (VoC) Data: Own the deployment and data integration of tracking qualitative customer health metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), or Customer Effort Scores (CES) partnering with CS leadership team.

2. Process Design & Salesforce Workflow

• Milestone Operationalization: Translate established customer lifecycle milestones into hard system logic within Salesforce, ensuring automated tracking, account assignment, and pipeline management from sales handoff through renewal.
• Co-Authoring Playbooks: Collaborate with the SVP of Customer Success to write and codify standard operating procedures (e.g., onboarding handoffs, escalation protocols for at-risk accounts) and configure the Salesforce tasks that enforce them.
• Technology Stack Evolution: Maintain and optimize current post-sale Salesforce workflows, while scoping and preparing the infrastructure for future dedicated CS tooling modules as the function scales.

3. Performance, Incentives, & Enablement

• CS Compensation Tracking: Partner with the core Sales Compensation/Ops team to design, track, and manage the performance incentive and commission structures specific to the newly formed CS organization.
• Enablement Partnership: Collaborate with the centralized Enablement team to co-own CS onboarding by providing the necessary technical documentation, system user guides, and data definitions to drive process adoption.

4. Change Management & Process Adoption

• AI-Driven Alert Adoption & Behavior Management: Own the rollout and ongoing team adoption of AI-generated customer health alerts. Partner with CS enablement to coach team members on how to interpret and act on predictive behavioral triggers (e.g., AI-flagged drops in feature utilization or negative sentiment trends) to ensure proactive, rather than reactive, account management.
• SFDC Data Quality & Compliance Coaching: Design and deploy automated data compliance reporting within Salesforce (SFDC) to track data cleanliness. Use these compliance dashboards as a coaching tool for CS leadership and team members, highlighting missing inputs, out-of-date fields, and areas of improvement to elevate overall CRM data fidelity.
• Journey Milestone & Output Tracking: Establish change frameworks that ensure CSMs consistently track critical Customer Success journey milestones (e.g., implementation sign-off, executive business reviews) and log concrete outputs directly in SFDC. Translate abstract customer progress into hard, measurable system data.
• Feedback Loops on System Friction: Conduct regular "ride-alongs" and feedback sessions with front-line CSMs to evaluate how effectively they are adopting new workflows. Use these insights to refine SFDC validation rules, optimize AI alert thresholds, and eliminate system friction that hinders team adoption.

Candidate Requirements

• Experience: 4-6 years of experience in Customer Success Operations or Revenue Operations, with a proven track record of managing data and processes for high-growth enterprise SaaS organizations.
• Technical Skill Baseline: Strong hands-on experience configuring workflows, custom objects, and reports within Salesforce. Familiarity with data logic and experience collaborating with analytics teams to map data from platforms like Databricks.
• The Operationalizer: An execution-oriented professional who excels at taking strategic customer frameworks and turning them into practical, working data models and clean workflows.
• Execution Style: A highly practical individual contributor who takes pride in data accuracy, clear process documentation, and building day-to-day tools that make it easy for front-line reps to do their jobs.

At Couchbase, we believe innovation thrives when diverse perspectives are at the table. We actively encourage applications from individuals of all backgrounds-including women, people of color, LGTBQIA+ professionals, veterans, and individuals with disabilities. If you see a role that excites you, but don't meet every qualification, we still encourage you to apply.

Studies show underrepresented talent is less likely to apply unless they meet all the criteria. We encourage you to apply if you're excited about the role and can bring strong contributions to our team.

If you require reasonable accommodations during the recruitment process, please let your recruiter know-we're happy to support you.

We value diverse educational and career backgrounds. If your experience aligns with the role's goals-even if it doesn't follow a traditional path-we'd love to hear from you.

Why Couchbase?

Modern customer experiences need a flexible cloud database platform that can power applications spanning from cloud to edge and everything in between. Couchbase's mission is to simplify how developers and architects develop, deploy and consume modern applications wherever they are. We have reimagined the database with our fast, flexible and affordable cloud database platform Capella, allowing organizations to quickly build applications that deliver premium experiences to their customers- all with best-in-class price performance. More than 30% of the Fortune 100 trust Couchbase to power their modern applications and build innovative new ones. See our recent awards to learn why Couchbase is a great place to work.We are honored to be a part of the Best Places to Work Award for the Bay Area and the UK. Couchbase offers a total rewards approach to benefits that recognizes the value you create here, so that you in turn may best serve yourself and your family. Some benefits include:

• Generous Time Off Program - Flexibility to care for you and your family
• Wellness Benefits - A variety of world class medical plans to choose from, along with dental, vision, life insurance, and employee assistance programs*
• Financial Planning - Retirement program* and Business Travel Insurance
• Career Growth - Be valued, Create value approach
• Fun Perks - An ergonomic and comfortable in-office / WFH setup. Food & Snacks for in-office employees.
• And much more!
• Note: some programs are not applicable to all countries. Please discuss with a Couchbase recruiter to learn more.

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Disclaimer:

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