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A Customer Success Operations (CS Ops) Manager provides tactical support to the CS team by helping it improve its efficiency and KPIs. To better understand what CS Ops is, think of "success operations" as a product that optimizes processes for Customer Success Managers (CSMs). CS Ops managers establish baseline productivity using various metrics (e.g., net MMR churn) and assess the hindrances to learning about new product features. They evaluate the pain points CSMs face in their daily work and conceptualize how processes work. CSMs identify consistent issues affecting the CS team, break them down into manageable components, and tailor solutions with quantifiable results.
In startups and small companies, the CSM mostly doubles as the CS Ops manager. But the need to separate this function into a dedicated role is increasingly apparent. Mostly, the CS Ops manager is a promoted CSM, which means the role calls for extensive experience to immediately build visibility into the CS team's business outcomes, identify areas for improvement, and earmark projects that should be prioritized for Customer Success.
Most organizations hire a CS Ops manager when they have 4-5 CSMs. Naturally, they are looking to bring in someone with extensive experience in project management-like positions to streamline CS processes, create a consistent customer experience, and align everyone under the organization's vision.
When you've had a long career (10+ years), focus on the most recent years of work experience. So, in addition to an Area of Expertise and Professional Summary, create a Career Highlights section of 3-5 bullet points headlining your 10+ years career on the first page. These should be highly brag-worthy and relevant to the position you are pursuing.
We spoke with hiring managers at leading companies like Salesforce, HubSpot, and Zendesk to understand what they look for in Customer Success Operations Manager resumes. The following tips are based on their insights and will help you create a resume that stands out and gets you hired.
Hiring managers want to see that you have hands-on experience with the tools and technologies used in customer success operations. Some examples:
Avoid simply listing the tools without context, like this:
A resume summary for a Customer Success Operations Manager is optional, but it can be a great way to provide additional context about your experience and skills that may not be immediately apparent from the rest of your resume. It's especially useful if you're changing careers or have a diverse background that doesn't directly align with the Customer Success Operations Manager role.
When writing your summary, focus on highlighting your most relevant qualifications and experiences that make you a strong candidate for the position. Avoid using generic buzzwords or repeating information that's already covered in other sections of your resume. Keep it concise and targeted, aiming for no more than a short paragraph.
The work experience section is the most important part of your resume as a customer success operations manager. It's where you highlight your relevant experience and accomplishments to show employers you have the skills and knowledge to excel in the role.
In this section, we'll cover the key steps to write an effective work experience section that will impress hiring managers and help you land your next customer success operations manager job.
When describing your work experience, use strong action verbs that are relevant to customer success operations. This helps highlight your skills and accomplishments in a concise and impactful way.
Examples of good action verbs for a customer success operations manager:
Avoid weak or generic verbs that don't effectively convey your contributions, such as:
Your education section is a key part of your customer success operations manager resume. It shows hiring managers that you have the right knowledge and training. Use these tips to make your education section shine.
The skills section of your resume is where you highlight the specific abilities and knowledge that make you a strong candidate for a customer success operations manager position. It's an opportunity to showcase your expertise and demonstrate how you can contribute to the company's success. Here are some tips to help you create an effective skills section:
Here are examples of popular skills from Customer Success Operations Manager job descriptions that you can include on your resume.
This word cloud highlights the important keywords that appear on Customer Success Operations Manager job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more likely you should include it in your resume.
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