Senior Manager, Customer Success Operations

**About Us** Fieldguide is establishing a new state of trust for global commerce and capital markets through automating and streamlining the work of assurance and audit practitioners specifically within cybersecurity, privacy, and financial audit. Put simply, we build software for the people who enable trust between businesses. We’re based in San Francisco, CA, but built as a remote-first company that enables you to do your best work from anywhere. We're backed by top investors including Growth Equity at Goldman Sachs Alternatives, Bessemer Venture Partners, 8VC, Floodgate, Y Combinator, DNX Ventures, Global Founders Capital, Justin Kan, Elad Gil, and more. We value diversity — in backgrounds and in experiences. We need people from all backgrounds and walks of life to help build the future of audit and advisory. Fieldguide’s team is inclusive, driven, humble and supportive. We are deliberate and self-reflective about the kind of team and culture that we are building, seeking teammates that are not only strong in their own aptitudes but care deeply about supporting each other's growth. As an early stage start-up employee, you’ll have the opportunity to build out the future of business trust. We make audit practitioners’ lives easier by bringing together up to 50% of their work and giving them better work-life balance. If you share our values and enthusiasm for building a great culture and product, you will find a home at Fieldguide. **About the Role:** As a **Senior Manager of Customer Success Operations** at Fieldguide, you will own the systems, data, and processes that power a world-class Customer Success organization. You’ll play a critical role in helping our CSMs operate with clarity, efficiency, and precision—enabling them to deliver meaningful outcomes for our customers at scale. This is a highly strategic and cross-functional role, where you will partner closely with CS Leadership, RevOps, Product, and GTM Systems to ensure our platforms (Salesforce, Vitally, Amplitude, BigQuery, etc.) support an efficient, insights-driven customer journey. You’ll design and implement scalable playbooks, automated workflows, verified outcome tracking, and reporting frameworks that empower the CS team to drive retention, expansion, and customer health. If you're energized by building systems from the ground up, connecting data to decisions, and enabling teams to do their best work, we’d love to meet you. **What You’ll Do:** - **Systems & Tooling:** Partner with RevOps and GTM Systems to **configure Vitally and Hubspot for CS needs** : data model, health scoring, renewals, expansion, verified outcomes, and engagement tracking. - **Systems & Tooling:** Own and optimize CS tooling (Vitally, Google Slides/Sheets, Notion, etc.) to drive **visibility, workflows, and automation**. - **Insights & Reporting:** Build CS dashboards and reporting frameworks for **GRR, NRR, health trends, pacing, verified outcomes, and renewal forecasts**. - **Insights & Reporting:** Pull and synthesize data from multiple sources (Amplitude, BigQuery, Hubspot, Vitally) to build **centralized Tableau dashboards** that provide visibility into customer engagement, product adoption, and account health trends - **Enablement & Change Management:** Lead **CS enablement strategy** for onboarding, tool rollouts, new playbooks, and process changes. - **Enablement & Change Management:** Create and maintain internal documentation and **self-service content** to support knowledge sharing and team ramp. - **Process Design & Optimization:** Audit and streamline core CS workflows (onboarding, adoption, expansion, renewal). - **Process Design & Optimization:** Identify areas for automation, handoff improvement, and **capacity unlock across CSM segments**. - **Cross-Functional Collaboration:** Be the CS voice in cross-functional initiatives (Salesforce, product feedback loops, pricing/packaging impacts, etc.). - **Cross-Functional Collaboration:** Partner with Product, Sales, and Support to align the customer lifecycle and improve time-to-value and expansion motion. **What You Bring** - 5–8+ years of experience in **Customer Success, CS Operations, RevOps, or similar roles** , ideally in B2B SaaS - Track record of **building CS systems and processes from scratch** and driving measurable improvements in CS performance - Strong systems acumen with the ability to work across Salesforce, Amplitude, Vitally, BigQuery, and Tableau; you don’t need to be an engineer, but you should know how to structure data and partner closely with RevOps or GTM Systems to drive automation and reporting - Proven ability to **design repeatable playbooks** , enable CS teams through change, and scale impact across a growing team - Exceptional **program management and stakeholder communication skills** - Passion for driving **efficiency, clarity, and customer outcomes** through great systems and design **Bonus Points If You Have:** - You have relevant industry experience as a practitioner at an audit/advisory firm **More about Fieldguide:** Fieldguide is a values-based company. Our values are: - Fearless - Inspire & break down seemingly impossible walls. - Fast - Launch fast with excellence, iterate to perfection. - Lovable - Deliver happiness & 11 star experiences. - Owners - Execute & run the business with ownership. - Win-win - Create mutual value & earn trust for life. - Inclusive - Scale the best ideas with inclusive teams. **Some of our benefits include:** - Competitive compensation packages with meaningful ownership - Flexible PTO - 401k - Wellness benefits, including a bundle of free therapy sessions - Technology & Work from Home reimbursement - Flexible work schedules