Customer Success Operations Manager - Boston

Location: Burlington, MA

Hybrid Model: 3 days a week in the office

Accelerate Your Career in Cybersecurity

Join Pentera and take your career to the next level in cybersecurity. As a leader in Automated Security Validation, we help businesses around the world safely emulate real-world attacks to uncover their vulnerabilities—just like the world’s best red teams. At Pentera, you’ll be at the forefront of cybersecurity innovation, working on advanced tools that challenge organizations' defenses and push the limits of security testing.

With over 350 team members and 1,000+ customers in more than 50 countries, Pentera is a growing company supported by top investors like Insight Partners, K1, and The Blackstone Group.

If you're looking to grow your skills, make a difference, and be part of an innovative team, Pentera is the place for you.

About the role:

We are seeking a Customer Success Operations Manager to join our Revenue Operations team. This strategic role focuses on optimizing the post-sale customer journey to drive adoption, retention, and operational excellence within the Customer Success department. You’ll manage processes, performance metrics, and systems, while leading initiatives to scale and support our regional and global teams.

This role will provide you the opportunity to gain hands-on experience in a fast-paced environment and contribute real impact to the success of the company.

Responsibilities:

Strategic Business Partner: Collaborate with the AVP of Customer Success to optimize processes for an industry-leading customer experience, maximize revenue from the existing customer base, and build strong partnerships across the organization to serve as the focal point for field requirements and localization.

• Operational Excellence: Oversee the day-to-day operations of the Customer Success department (e.g., allocating book of business for CSMs, sending CSAT surveys, etc) and partner with teams across the organization to improve processes and efficiency. 
• Strategic Insights: Deliver data-driven insights to Post-Sales and company leadership, identify improvement opportunities, and drive actionable outcomes to support informed, strategic decision-making.
• Reporting & Metrics: Track and analyze customer lifecycle metrics, ensuring visibility into GTM activities and their effectiveness.
• Operational Process Optimization: Design processes, implement and manage new tools, and evaluate CS playbooks to support the work of CSMs and increase their productivity
• Risk Mitigation: Detect at-risk renewals, develop CSM playbooks, and establish escalation paths
• Team Enablement: Mentor, educate, and align business units on processes, policies, and tools.



• 3+ years of experience in Customer Success Operations / Business Operations / Revenue Operations or similar role at a rapidly scaling organization (a must).
• Experience serving as a strategic business partner to management/leadership
• Expertise in Salesforce including building flows, formulas, reports, custom views and dashboards.
• Strong reporting skills with experience in data hygiene, intelligence, and governance principles.
• Proficient in managing multiple projects within tight deadlines
• Comprehensive understanding of revenue processes and customer success principles / best practices.
• Excellent communication and interpersonal skills
• Self-motivated,  detail-oriented and analytical with a can-do attitude
• CPQ experience is a plus

We are an equal opportunity employer and we are committed to building a diverse and talented workforce. We do not discriminate on the basis of race, sex, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, medical condition, disability, or any other class or characteristic protected by applicable law. We welcome candidates from all backgrounds to join us!