Business Strategy and Operations Manager

About the role

We are seeking a highly motivated Post-Sales Operations professional to join the Customer Operations team. The role will 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.

Responsibilities

• 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.
• 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.
• 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.
• Perform regular audits of CRM and CS Cloud data to ensure client records, account statuses, and account activity are accurate for corporate reporting.
• 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.
• 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.
• 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.
• Identify process inefficiencies through data analysis — using tool-generated reporting to surface bottlenecks, inconsistent workflows, or gaps in coverage — and recommend practical fixes.
• Partner with CS/CX leadership to translate strategic priorities into operational requirements, ensuring process changes are reflected accurately in system configuration and reporting.
• Drive the quarterly forecasting process by analyzing upcoming renewals and predicted churn to provide leadership with financial outlooks.
• Collaborate with leadership to design the annual compensation model for the Customer Success team, ensuring that KPIs can be successfully automated in compensation management software (CMS).
• Launch and facilitate semi-annual Net Promoter Score (NPS) surveys across customer segments; analyze response data to identify core drivers of satisfaction and churn risk.

Requirements

• 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 a high-intensity, rapidly changing environment, and to successfully manage multiple projects simultaneously with a sense of urgency.
• Results-oriented and able to move forward in a sometimes ambiguous environment.
• BS/BA required.

Skills

• CS Platform Admin (CS Cloud, Gainsight, Totango) — a plus.
• Salesforce certifications — a plus.
• CS Certifications — a plus.
• Claude AI experience — a plus.
• Google Gemini and Gem experience — a plus.