Manager, Customer Experience Operations & Enablement
A
AbsorbB2B SaaS
Remote CANFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 7+ years in Customer Success Ops, RevOps, CX, Enablement, or similar SaaS operational roles
- Required Skills
- SQLBusiness IntelligenceSalesforceData modelingZendesk
Requirements
- 7+ years in Customer Success Ops, RevOps, CX, Enablement, or similar SaaS operational roles
- Proven success leading cross-functional initiatives and driving change in high-growth B2B SaaS environments
- Experience partnering with Customer Success, Support, Implementations, or Professional Services teams
- Track record of building scalable processes, operating models, and customer lifecycle programs
- Experience hiring, developing, and leading high-performing teams
- Strong expertise with CX tools (e.g., Salesforce, ChurnZero, Zendesk, Gong)
- Advanced analytical skills, including dashboards, forecasting, and operational reporting
- Solid understanding of customer health, segmentation, retention, and lifecycle metrics
- Strategic, systems thinker who can scale operations across complex environments
- Strong communicator with the ability to influence senior stakeholders cross-functionally
Responsibilities
- Own and scale post-sales operations (forecasting, segmentation, lifecycle, KPIs) to drive retention and growth
- Lead and optimize the CX tech stack to ensure data integrity, adoption, and seamless workflows
- Build scalable customer lifecycle processes across onboarding, adoption, renewals, and expansion
- Drive automation and AI initiatives to improve efficiency and customer engagement
- Lead cross-functional programs, turning strategy into executable plans with measurable results
- Partner across Product, Sales, and Marketing to enhance customer experience and alignment
- Develop reporting and dashboards to track customer health, performance, and key trends
- Turn customer data and feedback into actionable insights that inform strategy and reduce churn
- Lead enablement to equip teams with the tools, training, and playbooks needed to succeed
- Build and scale customer advocacy programs to support growth and brand credibility
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