Manager, Customer Operations

About the role

Outreach, founded in 2014, is the only complete agentic AI platform for revenue teams. This role owns post-sales operations and the programs that drive retention and growth of existing and new customers. You will run the customer lifecycle operations across onboarding, adoption, renewal, and expansion, and own renewal forecasting that gives the business a clear read on the book.

Responsibilities

• Design and run processes including AI and agentic workflows that surface risk earlier and catch expansion signals sooner, so the team can act faster.
• Support organizational change by rolling out new processes and systems and supervise adoption, both internally and externally to ensure consistency.
• Analyze positive and negative trends utilizing data from customers, individuals, and systems to provide data interpretation.
• Leverage data to identify gaps, assess goals and targets, produce gap analysis, and promote process & design.
• Drive retention and expansion using AI to catch churn risk early, spot expansion signals, and act on them.
• Own the customer lifecycle programs across onboarding, adoption, renewal, and growth, and make them measurably better over time.
• Run weekly renewal forecast cadence in partnership with CS leadership.
• Build and support the digital and tech-touch strategy that drives adoption and engagement across the customers you cannot reach one to one.
• Lead and grow a team, and communicate clearly from the top down, including executive correspondence.
• Turn customer data into action through health scoring, early-warning signals, and the metrics that show what is working.
• Partner with Customer Success, Product, and Revenue leadership to turn insight into pipeline.

Requirements

• 5+ years of experience in Customer Success or Account Management
• 5+ years of experience in Customer Operations, or Revenue Operations, with at least 2 years people leadership experience
• Real, hands-on experience putting AI or automation to work in a customer-facing context
• You have shipped something, not just talked about it
• A builder's instinct for process and programs, backed by strong analytics and a habit of measuring impact
• Prior customer-facing experience with complex software, and fluency with tools like Salesforce and Outreach
• Excellent communication and the judgment to set priorities in a fast-moving environment
• Bachelor's degree or equivalent experience

Qualifications

• Fluency with tools like Salesforce and Outreach
• Experience with AI and automation in a customer-facing context
• Experience designing and running AI and agentic workflows
• Experience with data analysis and trend identification
• Experience with process design and continuous improvement

Skills

• Customer Success or Account Management
• Customer Operations or Revenue Operations
• AI and Automation
• Data Analysis
• Process Design

Benefits

• Flexible time off
• 401k to help you save for the future
• Generous medical, dental, and vision coverage for full-time employees and their dependents
• Parenthood leave program that includes options for a paid night nurse, and a gradual return to work
• Infertility/assisted reproductive services benefit
• Employee referral bonuses to encourage the addition of great new people to the team
• Snacks and beverages in the Office, along with fun events to celebrate Diversity and inclusion programs that promote employee resource groups like Outreach Women's Network, Latinx community, Outreach Black Connection, AAPI community, Pride/LGBTQIA+, Gender+, Disability Community, and Veterans/Military Outreach is an equal opportunity employer.

Pay

The base salary range for this role is $110,000 - $140,000 USD. You may also be offered incentive compensation, bonus, restricted stock units, and benefits. Actual compensation is based on factors such as the candidate's skills, qualifications, location and experience. Final offers are determined through a holistic assessment and will vary within the posted range.

Schedule

Your daily adventures will include process design with an eye to efficiency, supporting organizational change by rolling out new processes and systems, analyzing positive and negative trends utilizing data from customers, individuals, and systems, leveraging data to identify gaps, assess goals and targets, producing gap analysis and promoting process & design, designing and running AI and agentic workflows, including Claude-based workflows, that catch churn risk early, spot expansion signals, and act on them, owning the customer lifecycle programs across onboarding, adoption, renewal, and growth, and making them measurably better over time, running weekly renewal forecast cadence in partnership with CS leadership, building and supporting the digital and tech-touch strategy that drives adoption and engagement across the customers you cannot reach one to one, leading and growing a team, and communicating clearly from the top down, including executive correspondence, turning customer data into action through health scoring, early-warning signals, and the metrics that show what is working, partnering with Customer Success, Product, and Revenue leadership to turn insight into pipeline, and more.