Senior Manager, CX Operations
Skills
- Experience building health scoring, renewals forecasting, segmentation, and playbooks in B2B SaaS environments.
- Strong data and analytics skills to translate metrics into actionable insights and executive reporting.
- Operational rigor with experience designing workflows, SLAs, and cross-functional handoffs.
- Hands-on experience with CX tooling and integrations (CRM, CS platforms, BI and analytics).
- Comfort operating in high-growth/startup contexts and building structure in ambiguity.
Responsibilities
- Define and own post-sales operating strategy, roles, segmentation, capacity planning, and SLAs.
- Design and maintain CX metrics backbone, dashboards, and reporting for health, retention, and expansion.
- Implement and run renewals forecasting, capacity reviews, churn-risk and health reviews, and executive business reviews.
- Design end-to-end CX workflows across onboarding, implementation, adoption, risk management, expansion, and renewal.
- Define leading indicators of customer health and surface alerts and views to leadership and frontline teams.
- Identify and execute automation and capacity unlock opportunities, embedding AI-first workflows into CX processes.
- Own the CX tooling stack in partnership with RevOps and Systems to ensure platforms support an insight-driven customer journey.
- Represent post-sales in cross-functional GTM and product decisions and communicate operational impacts to stakeholders.
Education
- Bachelor's degree or equivalent practical experience.
- Advanced degree (MBA or similar) is a plus but not required.
Benefits
- Competitive base salary with potential variable compensation and equity eligibility
- Medical, Vision, and Dental coverage
- 401(k) plan contribution opportunity
- Home office improvement stipend
- Annual education and wellness stipends
- Generous time-off policy and hybrid (4 days/week in SF office) schedule
- Regular company events and daily healthy lunches
- Inclusive and diverse company culture
Average salary estimate
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