Senior Manager, CX Operations – Services & Success

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

📋 Description

• Take ownership of the vision and strategy to provide an exceptional customer experience through our Services & Success operating model.

• Foster cross-departmental collaboration among Sales, Product & Engineering, Finance, and Support by integrating customer health, retention, and service delivery opportunities into operational priorities.

• Lead and implement strategic initiatives aimed at optimizing and transforming customer engagement, service delivery, and internal collaboration processes.

• Derive essential business insights from both qualitative and quantitative data, identify risks and opportunities, and develop programs that enhance revenue retention, expansion, quality, and operational efficiency.

• Encourage a culture of rapid innovation and experimentation within playbooks to enhance customer outcomes and overall experience.

• Manage annual planning, budgeting inputs, capacity modeling, forecasting, and the monthly/quarterly business review functions for TAM Operations.

• Influence long-term functional planning by converting business strategy into operational roadmaps, investment priorities, and scalable systems.

• Oversee variable compensation design, target setting, and tracking of attainment for TAM roles in collaboration with Finance and TAM leadership.

• Direct the TAM Operations function across systems and automation, planning and forecasting, quality, and business insights through a combination of team leadership and cross-functional influence.

• Establish functional priorities, operational standards, and success metrics for TAM Operations, ensuring execution aligns with company objectives.

• Make final recommendations and drive execution on operating models, workflow orchestration, and process governance decisions across the Services & Success organization.

• Enhance organizational capacity by coaching team members, elevating quality standards, and creating scalable mechanisms that improve decision-making and execution over time.

• Drive accountability and execution quality through clear KPIs, delivery standards, and consistent coaching.

• Manage and operate the AI agent harness and automation layer of our TAM operating model.

• Design, implement, manage, and iterate AI-driven workflows that improve and automate customer health inspections, risk detection, engagement management, service delivery lifecycle, workflow orchestration, quality measurement, and the customer experience across TAM and CX.

• Develop scalable, multi-step agentic systems that TAM and CX leaders depend on for planning, forecasting, insight generation, and decision support.

• Establish governance, evaluation frameworks, and quality assurance processes for AI-assisted outputs.

• Set the direction for the adoption of new tools and processes, including AI and automation platforms, to enhance productivity throughout the TAM organization.

• Utilize AI tools in your workflow for operational analysis, data modeling, reporting automation, strategic communications, and executive presentations.

• Exercise sound judgment to validate AI outputs, manage risks, and refine the repeatable systems utilized by the team.

• Stay updated on AI advancements relevant to CX operations and translate insights into improvements in the operating model.

• Convert AI workflow outcomes into executive-ready insights that guide strategic decisions across TAM, CX, and GTM leadership.

• Conduct proactive churn and contraction inspections: identify at-risk renewals, perform root cause analyses on losses, and mobilize account teams to execute retention strategies.

• Create and manage AI-powered account health and risk inspection tools that identify declining engagement signals and trigger intervention workflows.

• Collaborate with the TAM & Renewals team on renewals forecasting.

• Manage TAM coverage modeling comprehensively: define and uphold coverage ratios by segment, tier, and region that balance workload with customer outcomes.

• Oversee book of business assignments and rebalancing, including regional allocation of budgeted headcount.

• Conduct capacity forecasting as the business grows: model the impact of new customer acquisitions, tier migrations, and organizational changes on team capacity.

• Lead the design and operationalization of post-sales quality measurement across Services and Success.

⛳️ Requirements

• 8+ years of experience in an Operations and/or Strategy role focusing on Professional Services, Customer Success, or similar post-sales functions.

• Demonstrated experience in owning or leading a services operations, customer success operations, or similar function with accountability for strategy, operational rhythms, and cross-functional execution.

• Profound knowledge of services and success methodologies, processes, tools, and metrics, including utilization, engagement health, onboarding, retention, and customer lifecycle management.

• Capable of engaging and influencing executive stakeholders, building consensus, and driving collaborative change.

• Proven track record of designing and deploying AI-driven workflows that yield measurable business outcomes.

• Experience leading technology-enabled business process transformations, emphasizing the strategic application of AI and agentic solutions.

• Strong judgment in assessing AI-generated outputs for accuracy, risk, and suitability before integrating them into team workflows.

• Expertise in managing and analyzing data, including creating reports and scenario analysis models, and utilizing business intelligence tools to support leadership strategy.

• Experience overseeing planning processes, budget inputs, forecasting rhythms, and variance analysis.

• Demonstrated success in leading and scaling teams, workflows, and operational mechanisms in a customer-facing or operations role.

• Direct experience with a SaaS business model, customer journey, and core KPIs in a high-growth, global environment.

• Proficient with Salesforce, ClickUp, Gong, Outreach, and similar platforms.

• Strategic thinker with a proactive approach—hands-on, resourceful, and capable of driving projects to completion.

🏝️ Benefits

• Equity

• 401k

• Health, Dental, and Vision insurance

• Spending accounts

• Life & Disability

• Paid parental leave

• Flexible paid time off

• Enhanced employee assistance program

• Employee wellness stipend

• Professional development stipend