Senior Customer Success Manager

XOPS is a fast-growing startup building the future of observability and automation for IT operations. Our platform unifies complex system data to deliver visibility, control, and intelligent workflows across the enterprise, empowering IT teams to manage the entire employee technology lifecycle with precision. As industries embrace AI to automate cars, rockets, and even farming, IT operations remain stuck in the past, reliant on spreadsheets and manual processes. We believe it is time for a change.

At XOPS, we are pioneering autonomous IT operations, freeing teams from tedious tasks and elevating them into strategic leadership roles. Our mission is to drive operational excellence, financial stewardship, and security across the enterprise, while transforming the employee experience. We are just getting started, and we are looking for exceptional teammates to help shape the future.

About the Role

As a Senior Customer Success Manager at XOPS, you will be the strategic owner of the post-sales customer journey, ensuring that our enterprise customers achieve their desired outcomes, drive adoption, and realize maximum value from our platform. You will act as a trusted advisor, aligning customer goals with XOPS capabilities and driving long-term satisfaction, retention, and growth.

This is a cross-functional, high-impact role that requires deep customer empathy, operational excellence, and a strong command of data insights. You will collaborate closely with Product, Engineering, Enablement, Support, and Sales to champion the voice of the customer and continuously improve our service delivery and product fit.

Key Responsibilities

Onboard:

• Lead new customer onboarding and implementation in partnership with Enablement and Technical teams

• Ensure alignment on success criteria and develop tailored success plans

• Set up key systems (e.g., Gainsight, CRM, reporting dashboards) to track progress

Deploy:

• Partner with solution engineers and program managers to ensure timely and successful deployment

• Track UAT progress, stakeholder satisfaction, and time-to-value metrics

Adopt:

• Drive product adoption through regular check-ins, training sessions, and usage reviews

• Analyze user behavior and data to surface engagement trends and intervene proactively

Grow:

• Identify opportunities for upsell, cross-sell, and expansion

• Collaborate with Sales and Renewals to support retention and account growth

• Deliver QBRs and strategic check-ins focused on outcomes and roadmap alignment

Additional Responsibilities

• Maintain accurate customer health data and notes in tools like customer success platforms or CRM systems

• Serve as the voice of the customer internally, surfacing feedback to Product and Engineering

• Create and contribute to knowledge resources, playbooks, and reusable success materials

• Track and report on NRR, feature adoption, renewal risk, and support trends

• Support the standardization and improvement of CS processes and tooling

Requirements

• 7+ years of experience in Customer Success, Account Management, or Strategic Consulting in a SaaS or data-driven environment.

• Proven success managing complex, enterprise-level accounts with multiple stakeholders and long lifecycles.

• Strong analytical skills and comfort using customer data to drive engagement and outcomes.

• Experience with Customer Success platforms (e.g., Gainsight, Totango) and CRM tools (e.g., Salesforce, DevRev).

• Exceptional communication, stakeholder management, and strategic thinking skills.

• A proactive, solutions-oriented mindset and a passion for driving customer value.

• Experience working in or with data operations, analytics, or enterprise platforms is a strong plus.

• Experience working in fast-paced, startup environments and building processes from the ground up.

• Comfort with ambiguity, high autonomy, and cross-functional collaboration in a scaling organization.

For this role, the estimated base salary range is between $134,000 - $165,000 USD. The actual base salary will vary based on various factors, including market and individual qualifications objectively assessed during the interview process. The listed range above is a guideline, and the base salary range for this role may be modified.

Benefits

• Competitive Compensation: Salary, Equity, and 401K
• Comprehensive Vision, Dental, and Healthcare plans
• Discretionary Time off Policy (If you need time off, take time off!)
• 11 Company-paid Holidays
• Hybrid Work Policy - 3 days in office/2 days remote
• A chance to be part of a rapidly growing startup and make a real impact!