CX Operations Manager

Own the end-to-end onboarding operating model — timelines, handoffs from Sales, milestones, and time-to-value targets — across segments from SMB to enterprise.

Build scalable onboarding playbooks and automated workflows (in-app guidance, email/lifecycle sequences, templated implementation plans) that reduce manual lift without losing the human moments that matter most.

Partner with Sales and Implementation to eliminate friction at handoff and shorten time-to-first-value.

Optimize and operationalize customer health scoring, risk signals, and early-warning triggers that route the right accounts to the right human intervention at the right time.

Build the operating cadence for renewals, expansion, and advocacy motions (QBR frameworks, playbooks, escalation paths) in partnership with CS, Support, and Sales leadership.

Identify and stand up lifecycle campaigns and self-serve resources that scale retention and growth across the long tail of the customer base.

Own the CX tech stack in partnership with the GTM Technology Manager (CRM, CS platform, support/ticketing, BI/reporting) — evaluate, implement, and continuously improve tooling and integrations.

Build the dashboards and reporting that give leadership a real-time view of GRR, NRR, churn/expansion, CSAT/NPS, onboarding velocity, and team capacity.

Run regular process audits to find where scale is breaking the human experience, and fix root causes rather than symptoms.

Partner with Product, Engineering, Sales, Marketing, and Finance to represent the voice of the post-sales customer in roadmap, packaging, and GTM decisions.

Contribute to the annual operating plan for the function, including tooling budget and capacity/process planning as the customer base scales.

Coach CX team members on process discipline and data-driven decision-making, and act as the go-to resource for tooling, workflow, and reporting questions across the org — without formal management responsibility.

6+ years in Customer Success, Customer Experience, or Revenue Operations, including 2+ years focused specifically on post-sales operations, strategy, or systems at a B2B SaaS or tech company.

A track record of building onboarding, retention, or expansion programs from scratch or meaningfully re-architecting them at scale

Fluency with CS and CX tooling (e.g., Gainsight, Vitally, ChurnZero, HubSpot, Salesforce, Zendesk/Intercom) and comfort turning data into dashboards using SQL, Excel/Sheets, or BI tools (Hex or similar).

Strong analytical instincts — you default to defining the metric, building the model, and testing the hypothesis before proposing the fix.

Proven ability to design for scale without losing the human touch that differentiates the experience — you know which moments to automate and which to protect.

Excellent cross-functional communication and project management skills; comfortable presenting operating plans and results to executive stakeholders.

Bachelor’s degree in Marketing, Business, Economics, or a related field.