Manager, Customer Experience Operations

Remote (United States)Full-TimeManager

Salary200000 USD per year

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Job Details

5 to 8+ years of experience in Customer Success Operations, Revenue Operations, or related GTM operations role.
Experience in a high-growth B2B SaaS environment is preferred.
Proven experience designing and executing programs that scale.
Experience supporting multi-functional post-sales teams (CS, CSE, Support Engineering, Renewals, Professional Services).
Track record of working cross-functionally and building trust with stakeholders.
Experience with renewal operations and post-sales GTM motions.
Strong working knowledge of Salesforce (required).
Strong working knowledge of a CS platform such as Gainsight, Planhat, or Totango.
Proficiency with BI and analytics tools such as Looker.
Familiarity with support tooling such as Jira Service Management.
Familiarity with SQL or BigQuery is a strong plus; data fluency is essential.
Familiarity with AI-driven tooling or workflow automation platforms.
Systems thinker who can connect workflows across teams.
Strong analytical skills with the ability to build and interpret complex data.
Customer-first orientation with a passion for improving post-sales experience.

Run and scale CS operations, including reporting cadences, QBRs, renewal forecasting, health scoring, capacity modeling, and tooling.
Design and implement the customer journey alongside Product, Marketing, and other cross-functional partners.
Define and implement customer health scoring models incorporating product usage, support signals, and engagement data.
Implement automated workflows to process renewals and customer programs at scale.
Maintain data integrity across post-sales systems (Salesforce, CS Platform, BI tools).
Partner with post-sales leadership to define customer segmentation, coverage models, and engagement strategies.
Support annual and quarterly planning, including capacity modeling across all post-sales functions.
Translate data signals into proactive recommendations, surfacing trends in customer health, churn risk, product adoption, and team performance.
Build and maintain dashboards and reporting across various customer and support metrics.
Work cross-functionally with Revenue Operations, Finance, Product, and Marketing to support operational programs.
Improve handoffs between teams (Sales to CS to Support to Engineering) for a seamless customer experience.
Develop and operationalize lifecycle programs and playbooks across CS, CSE, and Support.
Act as the primary point of contact for post-sales tooling, including CS platform administration, Salesforce integrations, and BI reporting.

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