Manager, Customer Operations (Revenue 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 with process design and continuous improvement
• Experience with data analysis and trend identification
• Experience with customer lifecycle management and retention strategies
• Experience with digital and tech-touch strategies
• Experience with team leadership and communication

Skills

• Customer Success or Account Management
• Customer Operations or Revenue Operations
• AI and Automation
• Data Analysis
• Process Design
• Customer Lifecycle Management
• Digital and Tech-Touch Strategies
• Team Leadership and Communication

Benefits

• Generous medical, dental, and vision coverage for full-time employees and their dependents
• Paid parental leave program
• Infertility/assisted reproductive services benefit
• Employee referral bonuses
• Snacks and beverages in the Office, along with fun events to celebrate Diversity and inclusion programs that promote employee resource groups

Pay

The base salary range for this role is $120,000 - $155,000 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, supporting organizational change, analyzing trends, leveraging data, designing AI and agentic workflows, running renewal forecasts, building and supporting digital and tech-touch strategies, leading and growing a team, and communicating clearly from the top down, including executive correspondence.

Location

Ideal location is based in Seattle or Atlanta near in office teams. We are open to remote within the U.S.

Equal Opportunity Employer

Outreach is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. Our success is reliant on building teams that include people from different backgrounds and experiences who can elevate assumptions and ideas with fresh perspectives. We're dedicated to hiring the whole human, not just a resume. To that end, we look for a diverse pool of applicants-including those from historically marginalized groups. We would like to invite you to apply even if you don't think you meet all of the requirements listed below. We don't want a few lines in a job description to get between us and the opportunity to meet you. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.