Customer Success Operations Manager

About EliseAI

EliseAI develops cutting-edge conversational AI technology for industries fundamental to our lives: housing and healthcare. Everything is built on the foundation of health and home. Broken systems or ineffective processes in these domains have a disproportionate impact on our quality of life and society’s overall wellbeing. Conversely, any solution or technology that solves problems in these areas will have an impact that ripples far beyond them. 

That’s the only kind of impact we are interested in having at EliseAI. If you get excited by the thought of working really hard on these kinds of problems, then EliseAI is the right place for you.

About the Role

We are looking for a Customer Success (CS) Operations Manager to join our team at EliseAI. This role will serve as the critical bridge between our Customer Success and Data teams, ensuring seamless data flow, system integrations, and operational efficiency. You will take ownership of our CS tech stack, optimize data management, and build scalable solutions to support our team.This is a highly technical role requiring strong data engineering, platform operations, and automation expertise, combined with a deep understanding of SaaS customer success processes. You will work closely with CSMs, Product, and Data Engineering to ensure our systems, workflows, and reporting infrastructure enable proactive and data-driven customer management.

Key Responsibilities

• Own and optimize the CS tech stack, including Planhat, Salesforce, and Snowflake, ensuring seamless data integration and usability.
• Design and implement data pipelines that improve reporting accuracy, customer health tracking, and automation across CS workflows.
• Work with APIs, webhooks, and automation tools to enhance system integrations and improve operational efficiency.
• Partner closely with the Data team to manage customer data, build reports, and ensure CS has the insights needed for decision-making.
• Develop and manage workflows in Salesforce, Planhat, and other CS tools to streamline processes like onboarding, renewals, and churn risk detection.
• Build dashboards and analytics solutions that provide actionable insights on customer health, retention, and expansion opportunities.
• Troubleshoot and resolve system issues, ensuring the CS team has uninterrupted access to accurate customer data.
• Collaborate with cross-functional teams, including Customer Success, Product, Operations and Data, to improve visibility and operational efficiency.
• Act as a subject matter expert for customer data architecture, best practices, and operational improvements.

Requirements

• 4+ years of experience in a CS Operations, Platform Engineering, or Data-focused role within SaaS.
• Strong experience with Salesforce or Snowflake administration, custom workflows, and integrations.
• Proficiency in Snowflake and SQL for data management, analysis, and reporting.
• Hands-on experience with APIs, webhooks, and automation platforms like Zapier.
• Strong problem-solving skills with the ability to design and implement scalable systems that improve efficiency.
• Technical acumen to work independently on system optimizations, troubleshooting, and process automation.
• Experience working cross-functionally with CSMs, Product, and Data teams to ensure smooth operations.
• Excellent communication skills, able to translate technical concepts into actionable insights for CS teams.
• Willingness to work in person at our NYC Headquarters 4-5 days a week.

Preferred Qualifications

• Experience with data architecture and customer success analytics in a SaaS environment.
• Familiarity with Python or JavaScript for automation and workflow enhancements.
• Understanding of customer success metrics, retention strategies, and lifecycle management.
• Previous experience in a platform engineering or systems operations role is a plus.

Why Join

Growth and impact. It’s not often that you can get in on the ground floor of a funded (unicorn!) startup that’s scaling. That means that instead of following a playbook, you’ll be writing it. Every single day you will be challenged to identify how we can scale and execute on it. You’ll learn what works when you succeed and what doesn’t when you fail. Either way, the rest of the team will be here to support you.

Benefits

In addition to the growth and impact you’ll have at EliseAI, we offer competitive salaries along with the following benefits:

• Equity in the company in the form of stock options 
• Medical, Dental and Vision premiums covered at 100%  
• Fully paid parental leave
• Commuter benefits 
• 401k benefits
• Monthly fitness stipend
• Unlimited vacation and paid holidays

Our brand-new NYC Midtown south office with an open floor plan has a fully stocked kitchen and we provide catered lunch. Outside of the Greater NYC metro area? We'll cover relocation packages and make the move exciting, not painful!

Job Compensation Range:

The salary range for this role is $110,000-$130,000. EliseAI offers a competitive total rewards package which includes base salary, equity, a comprehensive benefits & perks package, and bonus depending on the role. Exact compensation is determined based on a number of factors including experience, skill level, location and qualifications which are assessed during the interview process. Additional details about total compensation and benefits will be provided by our Recruiting Team during the hiring process.

EliseAI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

If you need assistance and/or a reasonable accommodation in the application or recruiting process due to a disability, please contact us at HR@eliseai.com.

 

 

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