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Customer Success Operations Manager Jobs in Philadelphia, PA

Aria Systems

Customer Success Manager

Philadelphia, PA · Remote

Customer Success Manager Department: Customer Success Location: US Remote About Aria Systems Aria ... Advocate for customers internally while balancing platform strategy and scalability Operational ...

Wolters Kluwer

Customer Success Manager

Wilmington, DE · On-site

The Customer Success Manager (CSM), Professional Services serves as a strategic liaison between customers, Sales Executives, Solutions Consultants, Professional Services, Operations, Product, and ...

Wolters Kluwer

Customer Success Manager

Wilmington, DE · On-site

The Customer Success Manager (CSM), Professional Services serves as a strategic liaison between customers, Sales Executives, Solutions Consultants, Professional Services, Operations, Product, and ...

Wolters Kluwer

Customer Success Manager

Ewing, NJ · On-site

The Customer Success Manager (CSM), Professional Services serves as a strategic liaison between customers, Sales Executives, Solutions Consultants, Professional Services, Operations, Product, and ...

Wolters Kluwer

Customer Success Manager

Ewing, NJ · On-site

The Customer Success Manager (CSM), Professional Services serves as a strategic liaison between customers, Sales Executives, Solutions Consultants, Professional Services, Operations, Product, and ...

Wolters Kluwer

Customer Success Manager

Ewing, NJ · On-site

The Customer Success Manager (CSM), Professional Services serves as a strategic liaison between customers, Sales Executives, Solutions Consultants, Professional Services, Operations, Product, and ...

Wolters Kluwer

Customer Success Manager

Wilmington, DE · On-site

The Customer Success Manager (CSM), Professional Services serves as a strategic liaison between customers, Sales Executives, Solutions Consultants, Professional Services, Operations, Product, and ...

Truveris

Customer Success Manager

Wilmington, DE · Remote

$80K - $100K/yr

... operations both internally and with client engagement. * Execute and contribute to the ongoing ... Bachelor's Degree. * Experience: 4+ years of experience in Customer Success Management or ...

PurpleLab Inc

Customer Success Manager

Wayne, PA · On-site

$85K - $130K/yr

The Customer Success Manager (CSM) is responsible for onboarding new customers and building deep relationships with our existing client base. In this role you will work cross functionally with ...

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All JobsCustomer Success Operations JobsCustomer Success Operations Manager JobsCustomer Success Operations Manager Jobs in Philadelphia, PA

Customer Success Operations Manager information

See Philadelphia, PA salary details

$45K

$124.9K

$136.9K

How much do customer success operations manager jobs pay per year?

As of Sep 3, 2026, the average yearly pay for customer success operations manager in Philadelphia, PA is $124,941.00, according to ZipRecruiter salary data. Most workers in this role earn between $135,400.00 and $135,400.00 per year, depending on experience, location, and employer.

What is a customer success operations manager?

A Customer Success Operations Manager is responsible for optimizing and supporting the processes, tools, and data used by customer success teams. Their main goal is to ensure that customer success managers can effectively help clients achieve their desired outcomes and drive customer retention. They analyze workflows, implement new systems, and monitor key metrics to improve team performance and the overall customer experience. This role often collaborates closely with sales, product, and support teams to align strategies and streamline operations.

How does a customer success operations manager typically collaborate with customer success and other cross-functional teams?

A Customer Success Operations Manager frequently partners with Customer Success Managers, Sales, Product, and Data teams to streamline processes and improve the customer journey. They serve as a bridge by providing actionable insights through reporting, optimizing workflows, and ensuring consistent communication across teams. This role often leads initiatives such as onboarding improvements, health score tracking, and tool adoption, helping to align customer-facing strategies with broader business objectives. Effective collaboration is key to driving customer satisfaction and operational efficiency.

What are the key skills and qualifications needed to thrive as a customer success operations manager, and why are they important?

A Customer Success Operations Manager needs expertise in data analysis, process optimization, and customer lifecycle management, often supported by a degree in business or a related field. Familiarity with CRM platforms (such as Salesforce), customer success tools (like Gainsight), and reporting systems is typically required. Strong communication, problem-solving, and cross-functional collaboration skills help them drive customer outcomes and support internal teams. These abilities are crucial for streamlining operations, enhancing customer satisfaction, and enabling scalable growth.

What is the difference between Customer Success Operations Manager vs Customer Success Specialist?

AspectCustomer Success Operations ManagerCustomer Success Specialist
CredentialsTypically requires experience in customer success, operations, or related fields; certifications like CSPO or CRM tools helpfulOften entry-level; customer success or communication certifications beneficial
Work EnvironmentFocuses on process optimization, data analysis, and cross-department collaborationEngages directly with customers, providing support and onboarding
Employer & Industry UsageUsed in SaaS, tech, and service industries to streamline customer success functionsCommon across various industries for customer support roles

The Customer Success Operations Manager primarily focuses on optimizing processes, managing data, and supporting the customer success team, while the Customer Success Specialist directly interacts with customers to ensure satisfaction. Both roles are essential but differ in scope and responsibilities.

What are popular job titles related to Customer Success Operations Manager jobs in Philadelphia, PA?

For Customer Success Operations Manager jobs in Philadelphia, PA, the most frequently searched job titles are:

What job categories do people searching Customer Success Operations Manager jobs in Philadelphia, PA look for?

The top searched job categories for Customer Success Operations Manager jobs in Philadelphia, PA are:

What cities near Philadelphia, PA are hiring for Customer Success Operations Manager jobs?

Cities near Philadelphia, PA with the most Customer Success Operations Manager job openings:

Customer Success Operations Manager jobs near you
Infographic showing various Customer Success Operations Manager job openings in Philadelphia, PA as of August 2026, with employment types broken down into 73% Full Time, 22% Part Time, 1% Temporary, and 4% Contract. Highlights an 94% Physical, 1% Hybrid, and 5% Remote job distribution, with an average salary of $124,801 per year, or $60 per hour.

Manager, Customer Success

Relay Commerce

Philadelphia, PA

Full-time

Re-posted 20 days ago

Job description

About Relay Commerce

Relay Commerce is an e-commerce enablement ecosystem offering scaling solutions across personalized messaging, social commerce, and customer retention, helping merchants navigate the rapidly evolving digital landscape with a comprehensive suite of tools.

The Relay suite of solutions currently drives more than $1 billion in aggregate incremental gross merchandise volume for more than 35,000 merchants. The Relay ecosystem currently consists of multiple software products that accelerate merchant revenue growth through email marketing automation, on-page conversion optimization, user generated content management, retention analytics, and subscription management. Relay's suite of products are established as key revenue generation tools for innovative e-commerce merchants worldwide.

We're a globally distributed team of forward-thinkers who thrive on collaboration, creativity, and impact. If you're passionate about shaping the future of commerce and love the challenge of connecting businesses with the right solutions, we'd love to hear from you!

About Relo
Relo is a repeat revenue platform designed specifically for FMCG brands using Shopify and Klaviyo. Using predictive data science, Relo helps brands identify when customers are most likely to reorder, subscribe, or purchase again, enabling highly targeted retention marketing campaigns that drive measurable revenue growth.
Relo works with leading ecommerce brands across the United States, United Kingdom, and international markets to increase customer retention, subscription growth, and lifetime value.
About the Role

We're looking for a Manager, Customer Success to lead and grow the Customer Success function for Relo, one of the products within Relay's Retention Division.

This is a player-coach role, combining hands-on customer success responsibilities with people leadership. While you'll manage and develop a small team of Customer Success professionals, you'll also own a portfolio of merchants yourself, partnering directly with customers to ensure they achieve measurable value from Relo.

The ideal candidate enjoys balancing strategic thinking with day-to-day execution. You'll coach team members, establish scalable Customer Success processes, and work directly with merchants to improve onboarding, product adoption, retention, and long-term success.

As the team grows, you'll help shape the future of Customer Success at Relo by building operational excellence, defining best practices, and serving as the voice of the customer across the organization.

You'll work closely with Product, Engineering, Sales, Marketing, and Leadership teams across Relay's Retention Division to improve the customer experience, influence product direction, and help build a best-in-class Customer Success organization.

Primary Responsibilities
Team Leadership & Management
  • Manage, coach, and develop a small team of Customer Success professionals while remaining actively involved with customers.
  • Lead by example through hands-on customer engagement and operational excellence.
  • Establish clear performance expectations, KPIs, and accountability measures.
  • Conduct regular one-on-ones, performance reviews, and career development conversations.
  • Create a culture of customer obsession, accountability, collaboration, and continuous improvement.
  • Mentor junior Customer Success team members and help them develop stronger customer management, communication, and problem-solving skills.
  • Ensure appropriate customer coverage across accounts and time zones.
 
Customer Success & Retention
  • Manage your own portfolio of customer accounts while supporting the overall Customer Success team.
  • Own customer retention, customer health, and customer satisfaction metrics.
  • Ensure customers achieve measurable value and ROI from Relo.
  • Develop and execute customer success strategies that improve onboarding, adoption, retention, and expansion.
  • Act as an escalation point for complex customer situations.
  • Monitor customer health indicators and proactively address risk.
  • Drive successful onboarding experiences and long-term customer outcomes.
  • Identify opportunities for account growth and partner with Sales on expansion opportunities.
 
Operational Excellence
  • Build and improve Customer Success processes, workflows, documentation, and playbooks.
  • Own and enforce Customer Success service standards and operational SLAs across the team.
  • Ensure:
    • All merchants are onboarded within 14 days of signing a trial agreement.
    • All onboarding and trial information (merchant goals, current baseline, key decision-makers, and end-of-trial review call) is captured before go-live.
    • Every merchant who converts to a paid plan has a 90-day check-in scheduled before completing onboarding.
    • Every active merchant receives proactive engagement at least once per quarter, ensuring no account goes more than three months without meaningful contact.
    • Team SLAs for response times, customer follow-up, calendar management, and HubSpot activity tracking are clearly defined, measured, and consistently achieved.
  • Ensure customer data, account information, and customer health tracking remain accurate and actionable.
  • Develop reporting and dashboards to measure team performance and customer outcomes.
  • Identify opportunities to improve efficiency, scalability, and customer experience through process improvements, automation, and AI.
 
Cross-Functional Collaboration
  • Partner closely with Sales during customer handoffs and expansion opportunities.
  • Work with Product and Engineering teams to communicate customer feedback and influence roadmap decisions.
  • Collaborate with Marketing on customer education, customer stories, and adoption initiatives.
  • Serve as the voice of the customer across the organization.
What Success Looks Like
  • Customers achieve measurable ROI from the platform.
  • Customer retention and satisfaction remain strong.
  • The Customer Success team consistently meets or exceeds defined SLAs.
  • Merchants complete onboarding quickly and successfully.
  • Customer health risks are proactively identified and addressed before they become escalations.
  • Quarterly customer engagement is consistent across the customer base.
  • Customer Success processes continue to scale effectively as the business grows.
  • Cross-functional teams have visibility into customer needs and actionable customer feedback.
Important Traits for Success
  • Customer Focus: You genuinely care about customer outcomes and are passionate about helping merchants succeed.
  • Leadership: You're comfortable balancing hands-on customer work with coaching and developing others. You know how to motivate, support, and hold team members accountable while creating a positive and collaborative environment.
  • Ownership: You take responsibility for results and proactively solve problems before they become larger issues.
  • Operational Excellence: You enjoy creating structure, processes, systems, and clear expectations that improve team effectiveness and customer experience.
  • Communication: You communicate clearly and effectively with customers, team members, executives, and cross-functional stakeholders.
  • Collaboration: You thrive in highly collaborative environments and enjoy partnering with Product, Engineering, Sales, Marketing, and Leadership.
  • Problem Solving: You approach challenges with curiosity, structure, and a solutions-oriented mindset.
  • AI & Continuous Learning: You're naturally curious about technology and enjoy leveraging AI and automation tools to improve customer outcomes, eliminate repetitive work, and continuously improve how your team operates.
Requirements
Essential
  • 5+ years of experience in Customer Success, Account Management, Customer Experience, or another customer-facing SaaS role.
  • Previous experience leading, mentoring, or coaching Customer Success team members. Formal people management experience is preferred but not required.
  • Comfortable balancing individual customer ownership with team leadership responsibilities.
  • Experience driving customer retention, customer health, and long-term customer relationships.
  • Experience working within SaaS businesses.
  • Strong written and verbal communication skills.
  • Experience managing customer escalations and complex customer relationships.
  • Demonstrated ability to build and improve customer-facing processes.
  • Experience partnering cross-functionally with Product, Engineering, Sales, and Marketing teams.
  • Strong analytical, organizational, and problem-solving skills.
  • Strong proficiency with Google Workspace (Docs, Sheets, Slides).
  • Experience using CRM and Customer Success platforms such as HubSpot, Intercom, Zendesk, ChurnZero, Gainsight, or similar tools.
  • Comfortable leveraging AI tools (ChatGPT, Claude, Gemini, Copilot, etc.) to improve productivity, solve problems, and streamline workflows.
 
Preferred Qualifications
  • Experience supporting ecommerce or Shopify merchants.
  • Experience working with Klaviyo or other email marketing platforms.
  • Experience supporting ecommerce, subscription, or retention-focused SaaS products.
  • Experience managing distributed remote teams across multiple time zones.
  • Experience building or scaling Customer Success teams.
  • Demonstrated experience using automation, AI, or no-code tools to improve workflows or eliminate manual work.
  • Experience building internal bots, automations, or tooling that improved team efficiency is a plus.
Why You'll Love Working at Relay
At Relay, we're building products that help ecommerce brands grow faster and retain more customers. We're a remote-first company that values ownership, curiosity, continuous improvement, and collaboration. You'll have the opportunity to make a meaningful impact, work alongside talented teammates, and help shape the future of Customer Success as we continue to grow.
Hiring Process
  • First Round (Screening) with [Muriel Cirimele] from our People team - 30 Minutes
  • Second Round with Retention Division Managers [Casey Colligan & Harry Willis] - 60 Minutes
  • Skills Assessment - 3 to 4 Business Days to complete
  • Final Round with our Retention General Manager [Gauthier Derrien] - 45 Minutes
  • References
  • Offer
Benefits & Perks
  • Flexible Time Off
  • Paid Holidays
  • Paid Parental Leave
  • Work From Home Stipend
  • Co-working Space Allowance
  • Therapy/Mental Health Reimbursement
  • Learning Stipend
  • Referral Bonus Program
  • Annual Company Offsite (Barcelona 2026)
Relay Commerce is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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