Manager, Customer Operations (Revenue Operations)

About the role

The organization is the only complete agentic AI platform for revenue teams. It infuses agentic AI, conversation intelligence, and assistive AI to power hundreds of use cases across revenue motions. From new logo prospecting to expansions, deal acceleration, driving retention, and forecasting, AI automates workflows and frees sellers to focus on more strategic conversations and actions. Revenue leaders benefit from connected account visibility, performance insights, and higher forecasting accuracy across every go-to-market team. World-leading enterprise organizations use the platform to power their revenue teams.

Location: The ideal location is based near in-office teams; the organization is open to remote within the U.S.

Responsibilities

This role owns post-sales operations and the programs that drive retention and growth of existing and new customers. The individual 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. This is a builder's role at the center of how the team puts AI to work. The individual will design and run processes, including AI and agentic workflows that surface risk earlier and catch expansion signals sooner, so the team can act faster, and will support the digital CS strategy that drives adoption and delight across the user base. The individual will lead a team, partner closely with Customer Success leadership, and own the data and programs that prove the work is driving real revenue.

• Process design - with an eye to efficiency; design new and adjust existing customer-centric processes and outcomes in support of continuous improvement.
• 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.
• Leveraging data to identify gaps, assess goals and targets, produce gap analysis, and promote process and design.
• Use AI to drive retention and expansion. Design and run AI and agentic workflows that 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 that cannot be reached 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 the organization's platform.
• Excellent communication and the judgment to set priorities in a fast-moving environment.
• Bachelor's degree or equivalent experience.

Benefits

• Flexible time off
• 401k to help you save for the future
• Generous medical, dental, and vision coverage for full-time employees and