Customer Operations Manager

Role Overview

Fairmarkit is seeking a proactive and data-driven Customer Operations Manager to join our Operations team. This role is pivotal in scaling and optimizing our post-sales customer engagement and revenue retention strategies. You’ll partner cross-functionally with Customer Success, Revenue Operations, Marketing, and Product to drive operational excellence, program execution, and actionable customer insights.

Key Responsibilities

📈 Program Management

• Design, launch, and manage strategic customer operations initiatives (e.g., lifecycle programs, health scoring models, expansion playbooks).
• Ensure programs are measurable and scalable across global teams.

🛠️ Tool Enablement & Automation

• Optimize GTM tech stack (Salesforce, Looker, Salesloft, UserGems, Rattle, Marketo, etc.) to improve customer workflows and team efficiency.
• Identify automation opportunities to reduce manual effort and increase consistency.

📊 Data Analysis & Reporting

• Build and maintain dashboards to monitor team and customer performance.
• Analyze trends to inform leadership decisions around retention, expansion, and customer health.

🔁 Process Improvement

• Identify inefficiencies across the post-sale journey; collaborate with stakeholders to implement scalable solutions.
• Establish SOPs and drive adoption across Customer Success and cross-functional teams.

🤝 GTM & Customer Success Enablement

• Collaborate with RevOps and Marketing on campaigns, onboarding flows, and expansion plays.
• Support the execution and continuous improvement of key customer touchpoints.

📡 Cross-Functional Collaboration

• Act as an operational liaison between CS, Sales, and Product to ensure aligned metrics and workflows.
• Champion consistency in customer data, reporting, and engagement strategy.

About You

• 5+ years in Customer Success Ops, Revenue/Business Operations, or a related function at a high-growth B2B SaaS company.
• Proven success managing cross-functional programs with measurable impact.
• Expert-level experience with Salesforce, Looker, and tools such as Salesloft, Marketo, UserGems, Rattle.
• Strong analytical skills; fluency in Excel/Google Sheets and BI/reporting tools.
• Comfortable operating in a remote, fast-paced, and collaborative environment.
• Clear and concise communicator with the ability to influence stakeholders at all levels.
• Detail-oriented and organized, with strong prioritization and time management skills.

Nice to Have

• Experience with AI-driven customer engagement or sales enablement technologies.
• Familiarity with procurement, supply chain, or enterprise software environments.

Compensation + Location

For this role, we are looking for remote employees who reside in California, Colorado, Florida, Georgia, Illinois, Indiana, Maryland, Montana, Massachusetts, New Hampshire, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Rhode Island, Texas, and Washington. The annual compensation range for this position is between $90-120K and is dependent on years and depth of experience. Fairmarkit uses E-Verify to confirm employment authorization in the USA.