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Smartly
Process Operations & Productivity Manager
customer successrevopsstrategyoperationssaasautomationAIprocess improvementtrainingreportingproject management
Key details
Salary
Not specified
Employment type
Full-time
Seniority
Mid-level
Years experience
5-10
Location
Mexico City, Mexico
Full job description
The Process Operations & Productivity Manager role focuses on improving Customer Success team operations at scale by designing and implementing systems, workflows, and tools to manage renewals, drive expansion, and maintain customer health. The role partners with Customer Success, Sales, Product, and RevOps to simplify workflows and support growth. Responsibilities include standardizing operating models, auditing workflows, building playbooks and training, developing automation and AI solutions, defining productivity models, managing portfolios, supporting hiring and onboarding, establishing reporting frameworks, collaborating cross-functionally, and leading process adoption. Requirements include strong experience in Customer Success, RevOps, Strategy & Operations, or Operational Excellence, SaaS post-sales scaling, process design, automation/AI application, systems thinking, reporting, analytics, stakeholder influence, training delivery, communication, project management, and high ownership. Benefits include five weeks PTO, 11 paid holidays, unlimited sick days, healthcare and mental health benefits, 401K with matching, equity grants, wellness and learning reimbursements, volunteer time off, and donation matching. The position is full-time and hybrid, located in Mexico City.
What you'll do
- Design and standardize the Customer Success operating model across segments, including renewal management, expansion workflows, churn mitigation, and account planning
- Audit and improve day-to-day CSM workflows, especially across customer interactions and cross-functional handoffs
- Build clear playbooks and deliver training to embed consistent ways of working across the Customer Success team
- Develop and implement automation and AI-driven solutions, including health scoring, renewal risk signals, workflow triggers, and account insights
- Define and operationalize productivity and capacity models, including revenue benchmarks and workload distribution across CSM portfolios
- Identify productivity gaps and rebalance portfolios to improve efficiency and managed revenue capacity
- Partner on hiring and onboarding Associate CSMs, building structured training programs and enablement materials
- Establish reporting frameworks to track managed revenue, retention, expansion pipeline, portfolio health, and productivity metrics
- Collaborate with Product, Sales, RevOps, and Support to improve handoffs, escalation processes, and churn-risk management
- Lead adoption of new processes and tools through training, documentation, and continuous improvement efforts
Requirements
- Strong experience in Customer Success, RevOps, Strategy & Operations, or Operational Excellence
- Experience improving or scaling post-sales teams in a SaaS environment
- Proven ability to design processes and implement operational improvements that drive measurable outcomes
- Experience applying automation or AI to business workflows
- Strong systems thinking and ability to translate complexity into clear, scalable processes
- Experience building reporting frameworks and defining productivity metrics
- Strong analytical skills with the ability to interpret data and drive decisions
- Ability to influence stakeholders across teams without direct authority
- Experience designing and delivering onboarding or training programs
- Clear and effective communication skills, both written and verbal
- Strong project management skills and ability to drive initiatives from idea to execution
- High ownership and attention to detail
Tech stack
AIautomation
Benefits
Five weeks paid time off (PTO), 11 company paid holidays, unlimited sick daysGenerous healthcare packages & mental health benefits401K plus matching & equity grants for all new SmartliesWellness benefit & learning reimbursement opportunitiesVolunteer time off days & company donation matching opportunities
Apply now
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