Business Operations Manager, Customer Success

As a Business Operations Manager, you ensure alignment between day-to-day Customer Success operations and strategic goals. You are responsible for consistent execution of defined processes, driving adherence, and identifying opportunities for improvement. You work independently to manage governance workflows, monitor compliance, and collaborate across teams to improve operational performance. This role is suited to professionals with a strong foundation in business operations and a passion for process excellence in a SaaS or enterprise software environment.

Responsibilities:

• Own execution of governance processes and SOPs
• Lead governance review cadences and compliance checks
• Define and track KPIs for process performance
• Investigate and resolve operational risks and process gaps
• Provide guidance and informal training to Customer Success and Services teams
• Maintain and update process documentation and templates
• Collaborate cross-functionally to improve execution and resolve issues
• Drive continuous improvement initiatives and contribute to governance strategy