Manager, Customer Success Operations

About Mursion

Mursion creates AI-driven simulation experiences that help people practice the capabilities that matter in real workplaces, including communication, leadership, empathy, and sound judgment. Learners step into realistic, high-pressure conversations and can rehearse before they face those moments in person. The company works with enterprise teams in healthcare, financial services, technology, and education that are focused on developing human capability at scale.

The Opportunity

Mursion is shaping the operational foundation for how it delivers value to customers. The Customer Success organization is shifting from a generalist approach to a motion-based structure that includes Strategic Enterprise, Strategic Partnerships, and a Scaled long-tail segment, and this position is central to making that transition successful.

As the Manager of Customer Success Operations, you will work at the intersection of data, process, and people. You will create health scoring and risk signals that help CSMs intervene before churn happens. You will guide and develop the Implementation Manager while strengthening the full launch experience. You will also design a scalable engagement model for more than 100 accounts without relying on manual effort for every customer. In addition, you will bring structure to CS operations so the team can focus more on customer outcomes and less on internal complexity.

This is a hands-on build role rather than a maintenance role. You will be creating systems from the ground up, not inheriting a finished operation.

Customer Health & Intelligence

• Create and roll out a practical account health score that teams actually trust and use.
• Develop risk signals and adoption insights that highlight the right accounts at the right time.
• Own the data setup for utilization tracking so that every account has clear visibility by the end of Q2.
• Build reporting for leadership that ties product usage to business results.
• Work with CS leadership to produce a weekly account health summary that removes manual data collection from CSM workflows.

Implementation Excellence

• Lead and coach the Implementation Manager, helping strengthen project management, client enablement, and cross-functional coordination skills.
• Own and improve the implementation approach, including launch playbooks, handoff standards, milestone tracking, and go-live checks.
• Move time-to-value toward a 30-day benchmark.
• Build and maintain implementation KPIs with clear visibility for CS leadership.

Scaled Customer Success

• Design the operating model for the long-tail segment of 100+ accounts, including programmatic outreach, behavior-based messaging, and automated renewal workflows.
• Create the systems, playbooks, and cadences that allow a Scaled CSM/PM to manage a large book of business without high-touch coverage for every account.
• Define the expected end state for the Scaled motion and support its launch.

CS Operational Excellence

• Bring consistency to CS processes, playbooks, and documentation across all customer motions.
• Improve workflows with Sales, Talent Ops, Content, and Support so handoffs, staffing, scenario delivery, and ticket visibility run more smoothly.
• Own HubSpot data quality with support from RevOps, including CSM fields, renewal deal structure, and health score integration.
• Find and remove operational friction that takes CS time away from retention and expansion work.

Requirements

Experience

• 5 to 7 years of experience in Customer Success, Revenue Operations, or CS Operations, preferably in B2B SaaS or technology-enabled services.
• Proven background in building or improving CS infrastructure such as health scoring, playbooks, tooling rollouts, or scaled engagement models.
• Experience managing or coaching at least one direct report, with comfort holding people accountable to results.
• Practical experience using a CRM, with HubSpot preferred, plus at least one CS platform such as Gainsight, Totango, ChurnZero, or a similar tool.
• Direct experience designing or running a scaled or digital Customer Success motion.

Skills and Working Style

• A systems-oriented mindset that focuses on root causes instead of temporary fixes.
• Builds solutions that people actually adopt, with dashboards and playbooks designed for real workflows.
• Strong communication skills across audiences, from CSMs to senior leaders.
• Comfort with ambiguity and the ability to define a path forward when the answer does not yet exist.
• Action-oriented approach that favors progress, iteration, and practical decision-making over waiting for perfection.

Bonus Experience

• Background in learning technology, simulation, or workforce development.
• Familiarity with Cora.ai, Quicksites, or comparable utilization and adoption platforms.
• Experience in a retention-focused, cash-conscious organization where ARR efficiency is critical.

Compensation & Benefits

The base salary for this role is $140,000 to $150,000, with a target bonus and equity opportunity. The company offers a competitive package that includes flexible PTO, medical/dental/vision coverage, a 401(k) retirement plan, basic and voluntary life insurance with AD&D, parental leave, short-term and long-term disability coverage, and work-from-home flexibility.

Additional Information

This is a remote, full-time position.