New

Customer Success Operations Manager

United States

As the Customer Success Operations Manager, you will work within the Customer Success team and focus on scale, efficiency, and data driving toward our revenue retention goals. Your mission is to remove friction for our customer success managers by optimizing processes, managing our success tech stack, and turning customer data into actionable insights. You will help ensure that our customer experience remains seamless and data-driven.


Please note that this opportunity is located in New York, NY, and requires this hire to work from our office 4 days a week. **

Here’s what you can expect as a Customer Success Operations Manager:

Systems Ownership & Integration:

  • Own the operational effectiveness of core Consumer Operations systems, including Gainsight, Salesforce, Pendo, Slack integrations, and related tooling.
  • Ensure systems are stable, scalable, well-integrated, and optimized for frontline teams
  • Act as the technical point of accountability for system enhancements, integrations, and issue resolution.
  • Proactively identify gaps or inefficiencies in the current tech stack and propose durable solutions with an AI first approach.
  • Take ownership of ambiguous operational problems by structuring analyses, developing recommendations, and driving implementation.
  • Create scaled AI solutions to operational problems using platforms such as Luvable, chatgpt, and n8n if needed.

Client Operations:

  • Own the creation of email and/or in-app outreach to our customer base to drive product awareness and adoption. This includes creating the copy, audience segmentation, and success reporting.
  • Enable CSM team to best serve clients through scalable solutions such as Gainsight CTAs, automated QBR creation, and NPS Surveying.
  • Build and formalize customer success workflows across the full member lifecycle, from onboarding through ongoing engagement and issue resolution. Help identify friction points and proactively design solutions.

Voice of the Customer (VOC) Reporting & Insights:

  • Be a thought leader/owner in the development and maintenance of reporting that surfaces Voice of the Customer (VOC) insights across Consumer Operations channels.
  • Build scalable, automated reports and dashboards that highlight customer sentiment, recurring issues, friction points, and experience trends.
  • Partner cross-functionally to ensure VOC insights are actionable and regularly incorporated into decision-making.
  • Use data to connect customer feedback to operational drivers and improvement opportunities.
  • Support client retention through scaled data analytics on product adoption.

What Makes You a Great Fit?

  • 3+ years in a similar role, such as Customer Success Operations or Sales Operations
  • Ideally experience in a high-growth SaaS environment
  • Strong project management and "change management" skills
  • Proficiency in Salesforce, Gainsight, Excel, and AI tooling
  • Experience building operational systems from scratch that has scaled successfully with business growth
  • Demonstrated ability to troubleshoot technical issues across multiple integrated systems
  • Exceptional written and verbal communication — you can explain complex technical issues to non-technical stakeholders and write client communications that build confidence
  • Strategic thinking balanced with hands-on execution — you can design long-term solutions while rolling up your sleeves to solve today's problems
  • Strong prioritization skills — you thrive when everything feels urgent and can make clear trade-off decisions
  • Cross-functional collaboration — you build strong relationships across teams even when priorities compete
  • Comfort with ambiguity — you can create structure and clarity in undefined situations

What VTS Values & How We Show It

  • Strive for Excellence - We know your potential is unlimited. Take advantage of our executive coaches and our training and career development programs available to all employees! 
  • Be Customer Obsessed - We’re employee obsessed too! VTS offers competitive compensation, comprehensive health benefits (including dental and vision), pre-tax commuter benefits, and a 401(k) plan. Not to mention the fun stuff - quarterly happy hours, wellness events, clubs, and team lunches! 
  • Be Curious - Benefit from a culture that promotes new learning. VTS offers an education stipend to all employees! 
  • Move as One - We work in an open floor plan to promote cross-functional collaboration. 
  • Take Ownership - Be an owner of the company you’re building with our equity packages. 
  • Appreciate the Difference - VTS embraces and celebrates diversity. We understand the importance of a strong work-life balance. We offer a flexible PTO policy, generous family leave program, and more!
 
ABOUT VTS

VTS is the industry's only technology platform that unifies owners, operators, brokers, and their customers across the commercial and residential real estate ecosystems. In 2013, VTS revolutionized the commercial real estate industry’s leasing operations with what is now VTS Lease. Today, the VTS Platform is the largest first-party insights and collaboration engine in the industry, transforming how strategic decisions are made and executed by real estate professionals across the globe.

With the VTS Platform, consisting of VTS Lease, VTS Market, VTS Activate, and VTS Data, every stakeholder in real estate is given real-time market information and workflow tools to do their job with unparalleled speed and intelligence. VTS is the global leader, with more than 60% of Class A office space in the U.S., and 13 billion square feet of office, residential, retail, and industrial space is managed through our platform worldwide. VTS is utilized by over 45,000 professionals and over 1.2 million total users each day, including industry-leading customers such as Blackstone, Brookfield Properties, LaSalle Investment Management, Hines, BXP, Oxford Properties, JLL, and CBRE.

VTS maintains offices in New York City, London, Toronto, Chicago.

To learn more about VTS and view our open roles, visit us at vts.com or follow us on Instagram (@WeAreVTS) or LinkedIn. 


Pay Transparency

At VTS, we pride ourselves on articulating a clear and transparent philosophy around equitable, impartial compensation that will allow us to recruit and retain an exceptional team. The base salary is market-driven at the time of offer and is based on tier 1 market data. The salary for this role will range between $113,500 and $124,800 and is determined by several factors, including your skills, prior relevant experience, quality of interviews, leveling, and geography. 

EEO Guidelines

VTS embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

All your information will be kept confidential according to EEO guidelines. For more information about what we collect and how we use it, please refer to the Candidate Privacy Statement. 
 
If you have a disability or special need that requires accommodation at any time during the recruitment process, please let us know at ta@vts.com

Privacy Policy

Create a Job Alert

Interested in building your career at VTS? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...

Submit your desired compensation range either in a whole number or a range. EX: $50,000 or $40,000-50,000

Select...
Select...

Please state City/State (US Applicants) or City/Province (Canada Applicants) 

What are your pronouns? *

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in VTS’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.