Customer Operations – Automation Manager

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

📋 Description

• Identify, prioritize, and implement AI and automation use cases throughout the customer lifecycle, including renewal processes, quarterly business review preparation, account health assessments, meeting notes, ticket triage, and risk notifications.

• Create and sustain automated workflows using Salesforce Flows, Customer Success tools, and authorized AI platforms.

• Evaluate the impact of workflows by measuring hours saved, response times, and user adoption, discontinuing those that do not yield results.

• Establish guidelines for the responsible use of AI with customer data in collaboration with Security and Compliance teams.

• Educate and empower Customer Success Managers (CSMs) on new tools and prompts, and maintain a centralized repository of approved AI workflows.

• Analyze and enhance the customer journey from the sales-to-onboarding transition through implementation, adoption, renewal, and expansion phases.

• Manage the account health score model, including its inputs, weighting, thresholds, and resulting actions.

• Develop and document Customer Success playbooks, service level agreements (SLAs), and escalation paths, promote team adoption, and strategize capacity and business coverage models.

• Facilitate the voice-of-customer feedback loop through surveys, Net Promoter Score (NPS)/Customer Satisfaction (CSAT) metrics, and feedback themes, directing insights to Product and leadership teams.

• Act as the primary liaison between Customer Success and Revenue Operations.

• Ensure the quality of Customer Success data in Salesforce and align shared metric definitions with Revenue Operations and Finance.

• Maintain integrations across shared tools.

• Construct and manage Customer Success dashboards and the renewal forecast view.

• Prepare Customer Success data for executive and board reporting.

• Oversee Professional Services data, including capacity planning, demand and revenue forecasts, and regular reporting for Professional Services.

• Monitor utilization rates, project health, on-time and on-budget delivery, profit margins, backlog, time to go-live, and identify capacity gaps and delivery risks.

• Provide recommendations based on Professional Services reporting.

• Report to the Director of Professional Services and collaborate with Customer Success, Revenue Operations, Finance, Support, Product, and Security and Compliance teams.

⛳️ Requirements

• Minimum of 5 years in Customer Operations, Revenue Operations, Support Operations, or a comparable B2B SaaS role.

• Proficient in Salesforce, including reports and dashboards, data modeling, and the creation or specification of Flows.

• Practical experience with large language model (LLM) tools and AI platforms (e.g., Salesforce Agentforce, Claude, ChatGPT Enterprise).

• Familiarity with automation tools (e.g., Zapier, Workato).

• Expertise in Professional Services Automation platforms such as NetSuite OpenAir or BigTime.

• Experience with customer support systems (e.g., Salesforce Service Cloud, Zendesk).

• Knowledge of Customer Success Platforms (e.g., Gainsight, ChurnZero, Vitally).

• Proven track record of successfully implementing automations or AI workflows that were adopted by the team, yielding measurable outcomes.

• Experience in process design: mapping workflows, drafting playbooks, and spearheading change within a team.

• Understanding of SaaS retention metrics (GRR, NRR, churn, health scoring, renewal forecasting).

• Effective communicator capable of translating business needs into technical specifications and vice versa.

• Experience in GovTech or public-sector SaaS, including participation in contract-driven renewals and procurement processes (preferred).

• Salesforce Administrator certification (preferred).

• Awareness of data security requirements for government clients, such as SOC 2, StateRAMP/FedRAMP (preferred).

• Employment authorization will be verified through Form I-9 and E-Verify for new hires.

🏝️ Benefits

• Competitive salary.

• Comprehensive health, dental, and vision coverage.

• 401(k) plan with company matching.

• Generous paid time off policy.

• Flexible work arrangements.

• Opportunity to lead digital transformation initiatives in the government sector.