Customer Success Operations (CS Ops)
Customer Success Operations (CS Ops) is The operational function supporting customer success teams through health scoring, renewal forecasting, onboarding workflows, and expansion revenue tracking.
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.
Frequently Asked Questions
Do you need CS Ops if you have RevOps?
CS Ops functions still exist within RevOps — they're just unified under one operational leader rather than reporting separately to the VP of Customer Success.
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