Operations Manager, Customer Success & Customer ExperienceRemote USTHE ROLEWe are seeking a highly motivated Post-Sales Operations professional to join the Customer Operations team. The role will have a focus on long-term strategic projects, innovation leveraging AI, and management of critical technology needed for Customer Operations (CO). This is a great opportunity to gain a broad perspective and have a direct impact on the company's growth. The ideal candidate is self-motivated, detail oriented, and passionate about helping sales and partner teams execute and succeed.
WHAT YOU WILL DO IN THIS ROLE- System Administration: Own and maintain the CS/CX technology stack (CRM, health scoring tools, customer journey/engagement platforms, reporting dashboards), ensuring data integrity, integration reliability, and consistent configuration across systems.
- System Administration: Administer and optimize CS Cloud objects, fields, and workflows specific to Customer Success and Customer Experience, partnering with IT/RevOps to implement changes without disrupting live operations.
- Data Integrity: Troubleshoot and resolve data quality and system issues across the CS tech stack, acting as the first point of escalation for tool-related questions from the broader CS/CX team.
- Data Integrity & Hygiene: Perform regular audits of CRM and CS Cloud data to ensure client records, account statuses, and account activity are accurate for corporate reporting.
- Reporting & Analytics: Build and maintain reporting and analytics infrastructure (dashboards, scorecards, automated alerts) that gives CS/CX leaders real-time visibility into account health, churn risk, and customer engagement signals.
- Process Engineering & Management: Design, document, and rollout core CS/CX processes (onboarding handoffs, health check cadences, escalation paths, renewal workflows) within the tech stack to ensure consistency across team members and customer segments.
- Change Management: Lead the rollout of new operational initiatives, tools, or policies, including the creation of training & enablement materials and conducting workshops to ensure adoption of new systems and workflows across the organization.
- Business Management: Identify process inefficiencies through data analysis - using tool-generated reporting to surface bottlenecks, inconsistent workflows, or gaps in coverage - and recommend practical fixes.
- Strategy Execution: Partner with CS/CX leadership to translate strategic priorities into operational requirements, ensuring process changes are reflected accurately in system configuration and reporting.
- Renewal & Forecasting: Drive the quarterly forecasting process by analyzing upcoming renewals and predicted churn to provide leadership with financial outlooks.
- Compensation Design & Management: collaborate with leadership to design annual compensation model for the Customer Success team ensuring that KPIs can be successfully automated in compensation management software (CMS)
- NPS Ownership: Launch and facilitate semi-annual Net Promoted Score (NPS) surveys across customer segments; analyze response data to identify core drivers of satisfaction and churn risk
WHAT YOU NEED TO BE SUCCESSFUL IN THIS ROLE- 8+ years of experience in Revenue/Customer Operations, Sales Operations, or a similar operations role, ideally supporting Customer Success or Customer Experience functions in a B2B SaaS environment.
- Hands-on administration experience with Salesforce (or a comparable CRM), including object/field configuration, workflow automation, and report/dashboard building - direct admin experience strongly preferred over end-user experience only.
- Proficiency with data analysis and reporting tools (Excel/Google Sheets at an advanced level; SQL or BI tools like Tableau/Looker a plus) to manipulate, analyze, and visualize customer data.
- Experience working within or supporting a customer health scoring or churn risk model, understanding how signals (usage, support volume, sentiment, renewal data) feed into predictive or risk-based frameworks.
- Familiarity with CS/CX platforms and adjacent tools (e.g., Gainsight, Totango, ChurnZero, Salesforce Experience Cloud, survey/NPS tools) - direct experience with one or more is a strong plus.
- Working knowledge of AI-enabled operations tools (AI-assisted reporting, chatbots, agent-based tools) and comfort evaluating or piloting new technology as part of the stack.
- Strong process orientation - demonstrated ability to document workflows, identify inefficiencies, and translate operational strategy into scalable, repeatable process design.
- Excellent cross-functional communication skills, with experience partnering across CS, CX, Sales, IT, and RevOps stakeholders to align tooling and process decisions.
- Detail-oriented and self-directed, comfortable managing multiple concurrent projects in a fast-paced, evolving environment where processes and systems are still being formalized.
- Demonstrated ability with project management of technology suites being self implemented and maintained within the business
- Ability to work cross-functionally, with multiple teams and stakeholders
- Ability to thrive in high-intensity, rapidly changing environment, and to successfully manage multiple projects simultaneously with a sense of urgency
- Must be results oriented and able to move forward in a sometimes ambiguous environment
- BS/BA required
WHAT ELSE WOULD BE GREAT- CS Platform Admin (CS Cloud, Gainsight, Totango)
- SalesForce certifications
- CS Certifications
- Claude AI experience
- Google Gemini and Gem experience
