Customer Success Operations Manager

Customer Success Operations Manager

Life is short. Work somewhere awesome.

Flare is a breakout cybersecurity Software-as-a-Service (SaaS) company with a mission to empower organizations to take control of their data and protect their customers, employees and brand by shedding light on external threats. We enable cybersecurity teams to proactively detect high-risk external exposure across the dark and clear web, before threat actors have a chance to leverage it. We unify the core functionalities of cyber threat intelligence and external attack surface management into a single, intuitive platform.

TL;DR: We are a bunch of geeks who help protect our clients' data (and people in their network) by locating cyber risks.

The Customer Success Operations Manager (CS Ops Manager) serves as the backbone of our Customer Success team, building systems, optimizing processes, and providing insights that enhance the customer journey from onboarding to renewal. The CS Ops Manager enables CSMs to deliver a consistent and high-quality experience at scale while partnering cross-functionally to drive customer retention, product adoption, and expansion.

Your purpose and impact:

Your mission, should you choose to accept it, is to help Flare scale Customer Success with precision, intention, data, and operational excellence.

What you’ll be doing:

• Design & Strategy
  • Own the development and execution of scalable CS programs that optimize touchpoints across the customer lifecycle.
  • Partner with CS leadership to develop segmentation models, engagement tiering, and coverage strategies that align resources with account value and complexity.
  • Establish processes for health scoring, lifecycle automation, and playbook deployment for High, Mid, and Low Touch accounts.
• Data & Reporting
  • Build and maintain dashboards and reports to track key CS metrics (NRR, GRR, churn, adoption, onboarding progress).
  • Monitor product usage and engagement trends to detect early churn signals and highlight upsell opportunities.
  • Create monthly and quarterly executive summaries to guide business decisions.
• Systems & Automation
  • Own and optimize our CS tech stack (e.g., ChurnZero), integrating with systems such as Hubspot and product analytics tools.
  • Deploy lifecycle automation campaigns, onboarding journeys, and triggered communications to support Low and Mid Touch accounts.
  • Identify opportunities to reduce manual processes and improve operational efficiency.
• Enablement & Collaboration
  • Equip CSMs with tools, insights, and templates to drive impactful engagements.
  • Collaborate with Sales, Product, Support, and Marketing to ensure a seamless and aligned customer experience.
  • Relay product feedback and usage data to internal teams to inform roadmap prioritization and bug resolution.

You’ll be a perfect fit if you:

• Have 3–5 years of experience in CS Operations, Revenue Operations, or related roles in a B2B SaaS environment.
• Have a deep understanding of core Customer Success processes and how they align with the overall customer journey.
• Communicate clearly and cross-functionally, with a track record of influencing change without direct authority.
• Are a systems thinker who enjoys building scalable programs that make teams more effective.
• Possess strong skills in data analysis, reporting, and KPI tracking, especially in tools like Hubspot or ChurnZero.
• Thrive in fast-paced, ambiguous environments and are excited by the opportunity to shape foundational CS processes.
• Are curious, collaborative, and driven by a desire to continuously improve.
• Have experience building tools or workflows that leverage AI or automation (a plus).

What it’s like to be part of Flare:

• You will find a people-first company where work-life balance is valued. You’ll receive:
  • Competitive salary
  • Bonus structure 
  • Stock options
  • Health coverage/insurance
  • Flexible, work from anywhere
  • Unlimited vacation
  • Fun company events; “Flamping”, curling, rock climbing and many others
• You will join a high-growth, innovative start up where you’ll see your impact immediately and be empowered to take on challenges for your personal and professional growth
• You will work with an inspiring and award-winning team who are passionate about what they do and the clients we serve, whose work has been referenced in leading academic journals and international media

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Flare we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.