Why This Role Matters

CS Operations is the operational backbone of our post-sales organization, serving tens of thousands of real estate professionals across Customer Success, CX, Support, Onboarding, and Product Fulfillment. We are looking for a Senior Manager of CS Operations to own and drive critical projects, including product management of Scout (our internal CSM platform), and deliver operational improvements that directly impact gross revenue retention.

You will report to the Director of CS Operations and operate with significant autonomy: taking projects from scoping through delivery, managing stakeholders across multiple functional teams, and building systems that help our CS organization scale. If you are a self-directed operator who thrives on complexity and wants to see your work reflected in client outcomes, this is the role.

What You Will Do

• Own product management of Scout (CSM Cockpit and Client Activation): roadmap, stakeholder alignment, sprint execution, and iteration
• Drive the CS Ops project backlog focused on post-launch operations, delivering projects independently with minimal direction
• Design and implement processes, workflows, and systems that improve operational efficiency across the post-sales surface
• Partner with leaders across Customer Success, CX, Support, Onboarding, and Product Fulfillment to identify and solve operational problems
• Build dashboards, reports, and operational insights that drive data-informed decisions
• Contribute to increasing the book size CSMs can manage while maintaining CSAT and eNPS
• Leverage AI tools and automation to multiply team capacity and reduce manual work
• Support change management and adoption for new processes and tools across CS

What We Are Looking For

• 5+ years in CS Operations, Revenue Operations, or a similar role at a SaaS or tech company
• Strong project management skills with a track record of driving complex, cross-functional initiatives from start to finish
• Systems thinking and process design: you see the full picture and build solutions that scale
• Analytical mindset: comfortable building dashboards, defining KPIs, and using data to inform decisions
• Cross-functional stakeholder management: you can influence and align leaders across multiple teams
• Product management mindset: you do not need a PM background, but you think in terms of users, outcomes, and iteration
• AI fluency: you actively use AI tools in your work and can identify where automation creates leverage
• Driven and execution-focused: you move fast, close loops, and hold yourself accountable
• Intellectually curious: you ask why, dig into root causes, and continuously improve
• Hands-on experience with Salesforce and other CS/GTM tools

Nice to Have

• Experience serving as an internal product manager for ops-built tools or platforms
• Experience with CS platforms (Intercom, Zendesk, Gainsight, or similar)
• Background in real estate technology or vertical SaaS
• Experience building or scaling an ops function in a high-growth environment (75-200M ARR)