Customer Experience Operations Manager

About Entegrata

Entegrata helps law firms turn data into decision-grade insights. Founded in 2023 and headquartered in Indianapolis, we are a venture-backed SaaS company delivering a turnkey, Azure-based data lakehouse platform purpose-built for law firms. Our platform consolidates siloed legal, operational, and financial data into a single governed source of truth, with AI-powered analytics on top. Our mission is to become the data platform of choice for the top law firms in the world.

The Role

The Customer Experience Operations Manager builds the operational backbone of our CX function. You own the tools, playbooks, metrics, and processes that enable CXMs, Implementation, and Support scale without losing quality. This is a systems-and-process role: you design how the CX org runs, instrument it with data, and continuously improve it as we grow.

Key Responsibilities

Own the CX tooling stack (CRM, ticketing, and reporting) including configuration, integrations, and administration.

Design and maintain playbooks, templates, and standard operating procedures across onboarding, adoption, support, and renewal.

Build health scoring, dashboards, and reporting that give leadership a clear view of portfolio health and team performance.

Refine and track CX metrics (adoption, time-to-value, retention, CSAT, response and resolution times) and drive improvement.

Own renewal and expansion operations: forecasting hygiene, data accuracy, and process orchestration.

Partner with other teams including Finance on customer data integrity and reporting.

Identify process bottlenecks and lead continuous improvement initiatives across the CX function.

What Success Looks Like: 30-60-90 Days

First 30 Days

Audit the current CX tools, data, and processes; document the baseline and gaps.

Establish the initial set of CX metrics and a single source of truth for portfolio health.