Director, Customer Success Operations

We create possibilities that move life and commerce forward

Welcome to Manhattan. Every day, our supply chain commerce technology connects two billion people to 20 billion consumer choices. In the warehouse, on the road and in the store, we make what was once impossible, possible. If you want to tackle complex problems and redefine markets, you’ve come to the right place.

The Director, Customer Success Operations is part of a high‑performing team focused on driving measurable value and growth for our customers through data‑driven insights, scalable processes, and intelligent automation. 

This role combines customer success management, data analytics, and process automation to: 

• Improve customer health, adoption, and expansion  

• Standardize and optimize Customer Success (CS) workflows at scale  

• Build data‑backed programs that proactively identify risk and growth opportunities across our customer base 

You will partner closely with Sales, Product, Cloud Operations, Professional Services, as well as Partners to ensure our customers achieve their business outcomes on Manhattan’s solutions. 

MINIMUM REQUIREMENTS

• 7-10 years of industry experience in B2B technology, SaaS, or enterprise software, with progressive responsibility in Customer Success, Account Management, Strategy, or Operations roles.  

• Demonstrated expertise in data analytics and reporting, including: 

• Building and interpreting dashboards and scorecards in tools such as Salesforce, Gainsight (or similar CS platforms), and BI tools (e.g., Power BI, Sigma, Domo, Tableau, or equivalent).  

• Using data to identify customer risk, drive expansion opportunities, and support executive decision‑making.  

• Proven experience designing and optimizing processes across the Customer Success lifecycle (onboarding, adoption, value realization, renewal, and expansion).  

• Hands‑on experience with process automation and workflow orchestration (e.g., automated outreach, health‑score triggers, playbooks, task routing, or integration workflows) across CS, CRM, and support tools.  
• Strong business acumen and familiarity with enterprise retail, omnichannel, or consumer‑facing brands, including how technology supports customer experience and revenue growth.  
• Excellent written and verbal communication, presentation, and executive‑level storytelling skills, with the ability to influence cross‑functional stakeholders and senior leaders.  
• Ability to work effectively in a fast‑paced, global environment and to manage multiple priorities across customers and internal initiatives. 
• Ability to travel up to 10%, as needed, for internal planning sessions and key industry or company events

Preferred Qualifications 

• Background in supply chain, retail operations, or omnichannel commerce and an understanding of how these operations impact customer experience and business performance.  
• Prior experience implementing or working with Manhattan Associates or similar enterprise supply chain / retail technology solutions.  
• Comfort working with large datasets and collaborating with data engineering, analytics, or operations teams to define data requirements and governance. 
• Hands‑on Customer Success Management experience, directly partnering with large, complex customers to drive adoption, retention, and growth.  

EDUCATION REQUIREMENTS

• Bachelor’s or foreign equivalent in business, marketing, communications, information systems, engineering, or related field.  

Principal Duties and Responsibilities

Customer Success Strategy 

• Develop and refine customer engagement models (onboarding, adoption, value realization, renewal, and expansion) with clear playbooks and success plans.  
• Partner with Sales and Go‑to‑Market leadership to support renewal, upsell, and cross‑sell motions; ensure clear ownership and execution of commercial outcomes across the account team. 

Data Analytics & Insights 

• Leverage advanced data analytics and visualization tools (e.g., CRM, CS platforms, BI tools) to monitor customer health, product usage, case trends, and commercial performance.  
• Design and maintain dashboards and scorecards that provide real‑time visibility to customer health, risk, and opportunity, for both internal leadership and customer stakeholders.  
• Use data to segment the customer base, define success metrics, and prioritize proactive interventions that improve retention, expansion, and NPS/CSAT.  
• Translate analytics into clear, actionable insights and recommendations for customers and internal teams, including executive‑level storytelling in Quarterly Business Reviews (QBRs) and strategic planning sessions. 

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Committed to diversity and inclusion

At Manhattan, it’s about more than just the work. From cultural celebrations to interest groups to volunteer opportunities, your true self is always welcome here. Our team members’ backgrounds, experiences and perspectives add to us as a whole and make us unique.

We are proudly an Equal Employment Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a veteran.  In the United States, Manhattan Associates participates in the Employment Eligibility Verification Program (E-Verify) operated by the Department of Homeland Security in partnership with the Social Security Administration. Participation in the E-Verify Program allows Manhattan to confirm the employment eligibility of all newly hired employees after the Employment Eligibility Verification Form (Form I-9) has been completed.