Customer Success Operations Manager

Applied Business Software, Inc., (ABS), the maker of The Mortgage Office®, is the industry leader in private lending and loan management technology. Since 1978, our software has powered thousands of lenders, including private money firms, municipalities, CDFIs, Tribal Nations, universities, franchisors, third-party servicers and other non-bank lenders, helping them streamline, automate, and scale their lending operations with confidence.

We're seeking a Customer Success Operations Manager to architect the operational foundation of our Customer Success organization while building automation systems that drive qualified expansion opportunities to Account Management. This role combines CS infrastructure development with revenue operations automation, creating the technical backbone for both customer retention and growth. You'll serve as the technical architect who enables both CS and AM teams to focus on strategic customer relationships rather than manual processes.

Working closely with our Rev Ops Manager and Senior Analyst – AI Integration, Strategy & Ops, you'll ensure customer success initiatives align with broader revenue strategies and leverage emerging AI capabilities for maximum impact.

• Lead the evaluation and implementation of our CS platform (Vitally, Churn Zero, Gainsight, etc.) integrated with Hub Spot
• Build real-time product usage and behavioral tracking to surface risk and expansion signals
• Design bi-directional data flows between CRM, CS tools, and our product
• Develop and refine predictive health scoring models and automated intervention playbooks

• Build systems to identify and qualify expansion opportunities from usage patterns
• Create lead scoring models and workflows for upsell and cross-sell motions
• Automate renewal and expansion alerts with contextual insights
• Design nurture workflows for different growth scenarios

• Optimize customer journeys from onboarding through renewal
• Build lifecycle workflows that improve adoption and time-to-value
• Create playbooks for escalations, risk, and expansion opportunities
• Establish cross-functional feedback loops between CS, AM, Product, and Support

• Build dashboards for CS health, adoption, and support trends
• Provide AM intelligence on renewal risk and expansion potential
• Analyze churn, retention, and lifecycle value trends
• Develop predictive models for churn risk and expansion likelihood

• Experience:
  
  3+ years in Customer Success, Revenue, or Sales Operations (B2B SaaS required)
• Operational Excellence:
  Proven track record building operations that support both CS and AM functions
• Hub Spot Expertise:
  Advanced Hub Spot CRM expertise (workflows, custom objects, reporting, sequences)
• CS Platforms:
  Hands-on experience implementing CS platforms (Vitally, Gainsight, Churn Zero, or similar)
• Product Analytics:
  Experience with Pendo or similar product analytics platforms
• Data Management:
  Experience with metadata creation, tagging strategies, and data taxonomy development
• Integration Expertise:
  Experience with web-hooks, event streaming, and real-time data synchronization
• Customer Segmentation:
  Proven ability to design and implement meaningful customer segments and cohorts
• Integration
  
  Experience:
  
  API integration experience for system connectivity
• Analytics Tools: BI tools proficiency (Power BI, Looker, or similar)
• Data-Driven:
  Experience using operational data to drive strategic insights and improvements

• Comprehensive health, dental, and vision coverage.
• 401(k) with company funded match.
• Mission-driven company with a 45+ year legacy and industry-leading products trusted by thousands of lenders.
• Collaborative, supportive team known for long tenure, deep expertise, and a culture built on trust and integrity.
• Help modernize and evolve the leading platform in private lending technology.
• Beautiful Huntington Beach or San Mateo office with a tight-knit culture.
• Competitive compensation and room for professional growth.
• Performance-based bonuses.
• Generous PTO.
• Modern workspace with on-site amenities.
• Awesome company Christmas party.

The pay range for this role is:

90, USD per year (Huntington Beach, CA (HQ))