Customer Journey Operations Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the complete customer journey processes across the Customer Success, Preferred Partner, and Technical Support teams.

• Collaborate with Customer Journey leadership and cross-functional stakeholders to define and implement process enhancements.

• Manage customer journey maps and flowcharts effectively.

• Implement and oversee a next-generation Customer Success platform featuring AI-driven outreach, health scoring, playbooks, reporting, and accountability.

• Optimize and manage both Intercom and Fin AI systems.

• Assess and continuously enhance AI effectiveness in collaboration with Product Marketing, RevOps, and Customer Success teams.

• Implement and manage a cloud-based, AI-enabled IT service desk.

• Enhance transparency regarding customer issues, resolution statuses, escalations, and operational metrics.

• Promote the adoption of new tools and processes through comprehensive documentation, training, effective dates, monitoring, and accountability.

• Manage reporting for Customer Success, Support, and Preferred Partners, translating data into root causes and actionable insights for leadership.

• Collaborate with Revenue Operations on handoffs, AI strategy, tooling, requirements, acceptance testing, adoption, and shared roadmaps.

• Maintain the customer journey map and the cross-team project plan.

• Launch a cloud-based IT service desk featuring agentic AI workflows and two-way visibility for Customer Success and Technical Support.

• Enhance Technical Support Service Level Agreements (SLAs), outcomes, and auto-resolution rates for Customer Success and Technical Support.

• Introduce a unified Customer Success platform that includes agentic AI workflows, health scores, and management visibility into Customer Success Manager follow-through and retention trends.

⛳️ Requirements

• 7–10 years of experience in Customer Operations or a related operations role within a high-tech, high-volume SaaS environment.

• Practical experience in implementing and managing an AI-forward Customer Success platform in a high-volume tech-touch setting (such as Planhat, Gainsight, etc.).

• Direct experience with Intercom and the management and optimization of Fin AI, including complex query handling.

• Familiarity with Claude Co-work and enterprise skill development for Customer Success workflows.

• Proven ability to create new workflows from the ground up, manage their launch and adoption across teams, and refine them over time.

• Experience in translating business requirements into clear expectations for both internal and external partners.

• Strong project management capabilities.

• Based in the Eastern Time Zone.

• Willingness to travel monthly for in-person sessions.

• AI and automation-oriented mindset.

• Ability to lead programs across Revenue Operations, Customer Success, Technical Support, Product, and Partner teams.

• Proficient in drafting clear requirements for systems not directly owned and influencing without direct authority.

• Capability to establish new workflows, platforms, and programs in a fast-paced, high-volume environment.

🏝️ Benefits

• Eligibility for bonuses.

• Opportunity to earn equity.

• Competitive salary package.

• Comprehensive benefits program.

• Chance to make a significant impact on cybersecurity and defense compliance.