Manager, Customer Success Operations

About this role

### Manager, CS Operations

### Mursion · Remote · Full-Time

### About Mursion

Mursion builds AI-powered simulation training for the skills that matter most — communication, leadership, empathy, and judgment. Our platform puts learners in realistic, high-stakes conversations and gives them a safe space to practice before those moments happen in real life. We work with enterprise organizations across healthcare, financial services, technology, and education who are serious about building human capability at scale.

### The Opportunity

We're building the operational infrastructure that will define how Mursion serves customers. The CS org is evolving from a generalist model to a specialized, motion-based team — Strategic Enterprise, Strategic Partnerships, and a Scaled long-tail motion — and this role is the engine that makes all three work.

As Manager of CS Operations, you'll sit at the intersection of data, process, and people. You'll build the health scoring and risk intelligence that helps CSMs act before accounts churn. You'll coach and develop our Implementation Manager and improve the end-to-end launch experience. You'll design the programmatic motion that serves 100+ accounts without requiring 100+ hours of manual CSM work. And you'll systematize how the CS team operates so we spend more time driving customer outcomes and less time navigating internal friction.

This is a builder role. You're not inheriting a finished system — you're building it. If that's energizing, read on.

### What You'll Own

Customer Health & Intelligence

• Design and deploy a meaningful account health score — not a vanity metric, but a signal CSMs trust and act on
• Build risk indicators and adoption insights that surface the right accounts at the right time
• Own the utilization data infrastructure — zero accounts with no visibility by end of Q2
• Build executive-ready reporting that connects platform usage to business outcomes
• Partner with CS leadership to create a weekly accou...