Customer Experience Operations Manager

About the role

We’re searching for a Customer Experience Operations Manager with a solid understanding of customer success methodologies and experience in performance management relative to Customer Health & Retention. In CX, we partner with our CS organization to help optimize processes, improve team productivity and standardize our Customer Journey.

Responsibilities

• Monitor & Report on Leading Indicators: Provide CSMs and leaders with key performance metrics (KPIs) for customer success activities.
• Support Performance Tracking: Partner with CS leadership and other stakeholders to develop and implement strategic initiatives, reporting frameworks, and leading indicator tracking.
• Program Optimization: Collaborate with leadership across departments to define and implement programs aimed at improving key performance indicators (KPIs) that drive customer success outcomes.
• Coaching & Continuous Improvement: Work with Customer Success Managers (CSMs) to ensure CS Tech Stack adoption to drive performance and customer engagement.
• Building scalable Customer Experiences: Leverage our Tech Stack & Supporting Teams to drive a mix of high & low-touch customer journeys through digital channels, reducing manual intervention while improving user experience.

Requirements

• 1+ year(s) of experience in Customer Experience, Customer Success Operations, Customer Success Management, or a similar role with a focus on CS performance or operational efficiency.
• Proven experience with customer success platforms like Totango or Gainsight, as well as experience with integrating systems like Salesforce and other customer-facing tools.
• Proven project management skills with the ability to manage multiple projects concurrently and work cross-functionally.
• Strong problem-solving abilities, with a focus on optimizing processes and improving team performance.
• Expertise in defining and standardizing workflows and processes at scale.
• Ability to engage and influence stakeholders at all levels within the organization.
• Willingness to embrace the best of both worlds with our hybrid work schedule.
• Experience working with CS leadership driving strategies into measurable, actionable, and trackable metrics.

Qualifications

• Excellent written and verbal communication skills in English.

Skills

• Experience with customer success platforms like Totango or Gainsight.
• Experience with integrating systems like Salesforce and other customer-facing tools.
• Project management skills.
• Problem-solving abilities.
• Expertise in defining and standardizing workflows and processes at scale.
• Ability to engage and influence stakeholders at all levels within the organization.

Benefits

Enjoy flexible paid time off that allows you to have an enhanced work-life balance. Excellent medical, dental, and vision options. 401(k) matching, life insurance, commuter benefits, and parental leave plans. Complimentary CalmApp subscription for you and your loved ones, because mental wellness matters. Energetic work environment with a hybrid work style, providing the balance you need. Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.

Pay

$60,000 – $65,000 per year. Compensation may also include a performance-based bonus opportunity.

Schedule

Our ideal start date is July 6, 2026. This role requires you to be in the office 3 days a week.