Senior Customer Success Manager

About XOPS 

XOPS is a fast-growing startup building the next generation 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. 

We’re on a mission to improve operational efficiency, financial governance, employee experience, and security across large enterprises. As we scale, delivering measurable value to our customers—through automation, insight, and simplicity—is at the heart of everything we do. Customer Success is central to that mission. 

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’ll 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 

• 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 

Why XOPS? 

• High Impact: You’ll own customer outcomes and help define what success looks like for a fast-growing startup. 

• Innovative Product: Be part of a platform that’s transforming how enterprises manage IT operations and automation. 

• Customer-First Culture: We believe great products are built by listening deeply to our customers—and acting fast. 

• Growth & Autonomy: We’re growing quickly, and this is your opportunity to grow with us, shape our CX org, and make your mark. 

• Collaborative Team: Join a smart, humble, and driven team that values impact over ego and outcomes over activity. 

• Opportunity to work on cutting-edge products and make a real impact.
• Collaborative and fast-paced work environment.
• Chance to be part of a rapidly growing startup.
• Competitive salary and benefits package (health insurance, dental insurance, vision insurance, paid time off, etc.)