Director, Customer Success Operations

Manhattan
United States, Georgia, Atlanta
2300 Windy Ridge Parkway Southeast (Show on map)
Feb 20, 2026
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 highperforming team focused on driving measurable value and growth for our customers through datadriven insights, scalable processes, and intelligent automation. This role combinescustomer success management,data analytics, andprocess automationto: Improve customer health, adoption, and expansion Standardize andoptimizeCustomer Success (CS) workflows at scale Build databacked programs that proactivelyidentifyrisk 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 experiencein B2B technology, SaaS, or enterprise software, with progressive responsibility inCustomer Success, Account Management, Strategy, or Operationsroles. Demonstratedexpertiseindata 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 toidentifycustomer risk, drive expansion opportunities, and support executive decisionmaking. Proven experiencedesigning andoptimizingprocessesacross the Customer Success lifecycle (onboarding, adoption, value realization, renewal, and expansion). Handson experience withprocess automationand workflow orchestration (e.g., automated outreach, healthscore triggers, playbooks, task routing, or integration workflows) across CS, CRM, and support tools. Strong business acumen and familiarity withenterprise retail, omnichannel, or consumerfacing brands, including how technology supports customer experience and revenue growth. Excellent written and verbalcommunication, presentation, and executivelevel storytellingskills, with the ability to influence crossfunctional stakeholders and senior leaders. Ability to work effectively in a fastpaced, global environment and to manage multiple priorities across customers and internal initiatives. Ability to travel up to10%, as needed, for internal planning sessions and key industry or company events Preferred Qualifications Background insupply chain, retail operations, or omnichannel commerceand an understanding of how these operations impact customer experience and business performance. Prior experience implementing or working withManhattan Associatesor 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. Handson 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 GotoMarket leadership to support renewal, upsell, and crosssell 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) tomonitorcustomer health, product usage, case trends, and commercial performance. Design andmaintaindashboards and scorecardsthat provide realtime 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 intoclear, actionable insights and recommendationsfor customers and internal teams, including executivelevel storytelling in Quarterly Business Reviews (QBRs) and strategic planning sessions. #LI-TS1 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.