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Customer Success Operations Manager
Full-time
Bitrise is transforming how mobile products are developed and deployed for thousands of customers worldwide. As a Customer Success Operations Manager on the Revenue Operations team, you will be responsible for Customer Success Operations and Automations, treating CS Ops as a revenue function in its own right and making retention a predictable, measurable outcome.
Responsibilities
Architect and administer the CS tech stack, including the CS data model and integrations with Salesforce, HubSpot, Intercom (including Fin), and QuotaPath; set governance, change control, and data-quality SLAs.
Partner with Data to maintain the customer health score, make it actionable, and wire it into automated alerts and CTAs.
Build the reporting backbone for Exec/Board, CS Leadership, and individual CSMs.
Partner with Support to scale through automation and AI: Fin-first optimisation in Intercom, deflection strategy, and ticket-to-health-score signals.
What You Bring
Experience working with Customer Success or other customer-facing teams; direct CS Ops or RevOps experience an advantage.
Ability to drive efficiency through AI tooling and strong HubSpot competence as the CS system of record.
Fluent in SQL and comfortable in modern BI tools (Metabase, Looker, Tableau, Hex, Mode, Sigma).
Track record of materially moving retention metrics (NRR, GRR, churn) and understanding of consumption-based commercial models.
