Manager, Customer Operations – Revenue Operations

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

📋 Description

• Manage the customer lifecycle operations encompassing onboarding, adoption, renewal, and expansion.

• Take charge of renewal forecasting to provide the business with a clear understanding of the current book.

• Create and implement processes that utilize AI and automated workflows to identify risks sooner and detect expansion signals more effectively.

• Contribute to the digital Customer Success strategy aimed at enhancing adoption and satisfaction among our user base.

• Lead a team and collaborate closely with Customer Success leadership.

• Oversee the data and programs that demonstrate the impact of our efforts on driving real revenue.

• Transform customer data into actionable insights through health scoring, early-warning signals, and key metrics that highlight successful strategies.

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

⛳️ Requirements

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

• At least 5 years of experience in Customer Operations or Revenue Operations, including a minimum of 2 years in a leadership role.

• Practical, hands-on experience with implementing AI or automation in customer-facing situations; you have successfully delivered projects rather than just discussing them.

• A builder’s mindset for processes and programs, supported by strong analytical skills and a commitment to measuring impact.

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

• Exceptional communication skills and the ability to prioritize effectively in a fast-paced environment.

• Bachelor’s degree or equivalent professional experience.

🏝️ Benefits

• Flexible time off.

• 401k 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 foster the addition of talented individuals to the team.

• Snacks and beverages available in the office, along with enjoyable events to celebrate.

• 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.