Manager, Customer Operations

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

📋 Description

• Design processes with a focus on efficiency; create new customer-centric processes and modify existing ones to support ongoing improvement.

• Facilitate organizational change by implementing new processes and systems, overseeing their adoption both internally and externally to ensure uniformity.

• Analyze positive and negative trends by utilizing data from customers, individuals, and systems to provide insightful data interpretation.

• Use data to identify gaps, evaluate goals and targets, conduct gap analysis, and enhance process and design.

• Employ AI to enhance retention and growth. Develop and manage AI and agentic workflows, including Claude-based workflows, to identify churn risks early, recognize expansion signals, and take appropriate actions.

• Oversee customer lifecycle programs encompassing onboarding, adoption, renewal, and growth, continuously improving them over time.

• Conduct weekly renewal forecast meetings in collaboration with Customer Success leadership.

• Create and maintain a digital and tech-touch strategy that fosters adoption and engagement with customers who cannot be reached one-on-one.

• Lead and develop a team while ensuring clear communication from top to bottom, including correspondence with executives.

• Transform customer data into actionable insights through health scoring, early-warning signals, and metrics that demonstrate effectiveness.

• Collaborate with Customer Success, Product, and Revenue leadership to convert insights into pipeline opportunities.

⛳️ Requirements

• Over 5 years of experience in Customer Success or Account Management.

• More than 5 years of experience in Customer Operations or Revenue Operations, including at least 2 years in a leadership role.

• Practical, hands-on experience implementing AI or automation in customer-facing scenarios; you have delivered results, not just discussed concepts.

• A builder’s mentality for processes and programs, supported by robust analytics and a commitment to measuring impact.

• Previous customer-facing experience with complex software, along with proficiency in tools such as Salesforce and Outreach.

• Exceptional communication skills and the ability to prioritize effectively in a dynamic environment.

• Bachelor’s degree or equivalent experience.

🏝️ Benefits

• Flexible time off.

• 401k plan to assist you in saving for the future.

• Comprehensive medical, dental, and vision coverage for full-time employees and their dependents.

• A parental leave program that includes options for a paid night nurse and a gradual return to work.

• Benefits for infertility and assisted reproductive services.

• Employee referral bonuses to encourage the recruitment of exceptional new team members.

• Snacks and beverages available in the office, along with enjoyable events for celebrations.

• Diversity and inclusion initiatives that support employee resource groups such as Outreach Women's Network, Latinx community, Outreach Black Connection, AAPI community, Pride/LGBTQIA+, Gender+, Disability Community, and Veterans/Military.