Senior Customer Success Operations Manager

We are seeking a

n innovative Sr. Customer Success Operations Manager to design and implement impactful customer journey maps and digital first programs aimed at enhancing the customer experience and increasing the value of NVIDIA’s Gen AI products and solutions. In this newly established role, you will collaborate closely with NVIDIA’s field, product, marketing, and partner teams to define, manage, promote, and evaluate the effectiveness of digital customer workflows, programs, and materials. Your efforts will support the increased adoption and expansion of solution offerings, driving greater customer value and loyalty.

What you’ll be doing:

• Gain Deep Customer Insights: Develop a thorough understanding of our existing customers, including their use cases, onboarding experiences, common problems, and criteria for success.

• Visualize Customer Journeys: Create detailed visual journey maps, including service blueprints, flowcharts, layouts, diagrams, charts, and models to document and illustrate the customer journey.

• Design Customer Onboarding Programs: Develop and implement a digital-led customer onboarding program tailored to different customer tiers and products.

• Drive Measurable Programs: Lead and implement prioritized, digital-first initiatives such as large-scale outreach campaigns to at-risk customers and customer education programs on new feature developments to improve the overall customer experience and value.

• Analyze Success Metrics: Evaluate and document the performance of specific digital success motions like onboarding, adoption, and expansion, and recommend improvements to enhance the effectiveness of our customer success lifecycle.

• Translate Insights into Strategies: Convert digital initiatives and insights into actionable strategies for our customer-facing teams.

• Strategic and Hands-On: Demonstrate a willingness to engage in both high-level strategic planning and detailed operational tasks to drive success.

What we need to see:

• 12+ years overall experience with 10+ years of customer success and operations, sales operations or product marketing,

• Proven expertise in building playbooks, managing scaled programs, and developing customer engagement initiatives.

• Strong analytical abilities to measure program success, excellent written and verbal communication, and effective interpersonal skills for building and maintaining relationships.

• Ability to thrive in a fast-paced, evolving environment with a passion for precision and attention to detail.

• Capable of independent work, multitasking, and prioritizing multiple projects.

• Creative yet process-driven, with a history of managing complex, cross-functional projects.

• Experience working with large high tech product organizations.

• BS or equivalent experience

Ways to stand out from the crowd:

• MBA or equivalent experience.

• Technical experience and background.

• A drive to learning innovative technologies and building repeatable and scalable customer engagement motions

• Understanding of data science workflows, machine learning, and AI trends

NVIDIA is widely considered to be one of the technology world’s most desirable employers. We have some of the most experienced and talented people on the planet working for us. If you're creative and autonomous, we want to hear from you!

The base salary range is 156,000 USD - 247,250 USD. Your base salary will be determined based on your location, experience, and the pay of employees in similar positions.NVIDIA is committed to fostering a diverse work environment and proud to be an equal opportunity employer. As we highly value diversity in our current and future employees, we do not discriminate (including in our hiring and promotion practices) on the basis of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by law.