Description
We are seeking an innovative Senior Customer Success Operations Manager to help scale NVIDIA's Customer Success operating model through digital solutions that improve customer and partner platform adoption and value realization.
In this hands-on role, you will serve as the technical lead for Digital Customer Success, translating strategy into scalable operational solutions that accelerate platform adoption. Working closely with Customer Success Strategy and Business Insights leads, you will assess processes, workflows, systems, and data models across NVIDIA to design, build, and operationalize digital customer journeys. You will develop workflows, prototypes, automations, and other digital assets where appropriate, while partnering with Engineering, Product, IT, Sales Operations, Tech Operations, and external partners to deliver production-grade capabilities that enhance customer and partner adoption and engagement.
Responsibilities
- Develop a deep understanding of Customer and Partner adoption-related processes, systems, workflows, and data structures throughout NVIDIA to find opportunities for scaling post-sales journeys.
- Partner with Customer Success Strategy and Insights leads to convert post sales adoption strategies and insights into scalable digital solutions, workflows and technical requirements.
- Determine how enterprise systems, data, and adoption signals can be leveraged to enable and automate digital customer journeys.
- Partner with Sales Operations, IT, Product, and other teams to design and deploy Customer Success workflows and digital capabilities across enterprise systems.
- Build and deliver digital Customer Success experiences and assets, including videos, prototypes, lightweight automations, and self-service resources.
- Evaluate and help operationalize digital solutions using AI agents, automation, and other emerging capabilities, to improve onboarding, adoption, engagement, and value realization.
- Partner with Engineering, Tech Operations, and external partners to drive solutions requiring production development, including requirements, technical validation, UAT, deployment readiness, and continuous improvement.
Requirements
- BS degree or equivalent experience
- 12+ years of experience in Customer Success, Customer Success Operations, Solutions Consulting, Product Operations, Business Systems, or similar roles.
- Strong understanding of sophisticated business processes, enterprise platforms, operational procedures, and data architectures, with the ability to translate them into scalable digital solutions.
- Hands-on experience designing and implementing scalable Customer Success or post-sales workflows, automations, and technology-enabled experiences.
- Experience partnering with Engineering, Product, IT, Sales Operations, and implementation teams on enterprise technology initiatives.
- Experience with Generative AI, AI agents, workflow automation, CRM, APIs, integrations, and enterprise SaaS platforms.
- Excellent communication, partner coordination, analytical, and problem-solving skills!
Nice to Have
- Background with NVIDIA AI technologies and platforms.
- Experience with ServiceNow or similar Customer Success workflow platforms.
- MS in Computer Science or equivalent experience in a related professional background.
Your base salary will be determined based on your location, experience, and the pay of employees in similar positions. The base salary range is 176,000 USD - 276,000 USD. You will also be eligible for equity and benefits.