Customer Success Operations (CS Ops)

Customer Success Operations applies the same operational discipline that Sales Ops and Marketing Ops bring to their teams, but focused on post-sale outcomes: onboarding, adoption, renewal, and expansion.

Core CS Ops Functions

• Health scoring: Composite models combining product usage, support tickets, NPS, and engagement signals
• Renewal management: Forecasting, risk identification, playbook automation
• Onboarding workflows: Time-to-value tracking, milestone automation, handoff from Sales
• Expansion analytics: Upsell/cross-sell opportunity identification, usage-based triggers
• Voice of customer: Survey deployment, feedback aggregation, product input loops

CS Ops is the newest of the three ops pillars in a RevOps structure. For compensation data, see Customer Ops salary benchmarks.