Customer Experience Operations Manager

Role Overview

• Own reporting and dashboards that provide a clear view into ARR performance across churn, contraction, reactivation, and expansion
• Analyze churn, contraction, and expansion trends to identify root causes and inform changes to GTM plays, segmentation, or customer coverage
• Fine-tune renewal and expansion forecasting by improving process, data hygiene, and visibility into at-risk and growth accounts
• Facilitate weekly and quarterly business reviews in partnership with Customer Success and Account Management leaders to support renewals, NRR, and GRR
• Design scalable post-sales processes, including customer handoffs, account ownership, and lifecycle milestones
• Partner with GTM Systems to continuously improve Salesforce, Gainsight, and supporting tools to better enable revenue teams

Requirements

• 4+ years in Revenue Operations, Customer Success Operations, Account Management Operations, or Business Operations within a B2B SaaS environment
• Experience building reporting, analyzing trends, and managing workflows in Salesforce and/or Gainsight; SQL or advanced analytics experience is a plus
• Familiarity with customer health metrics, retention drivers, and leading indicators for churn and expansion
• A track record in cross-functional collaboration, driving strategic projects from ideation to gaining process adoption
• A track record in structuring problems (e.g., breakdown in funnel conversion rates, decline in pipeline generation), deriving insights from data, and recommending revenue opportunities
• Strong communication skills, with the ability to present forecasts, insights, and narratives to senior leaders.

Tech Stack

• SQL

Benefits

• Multiple health/dental coverage options (100% coverage for employee, 50% for family)
• Vision insurance
• Incentive stock options
• 401(k) match of 4%
• PTO
• 4 weeks (increases at year two!)
• 12 company holidays + 2 floating holidays
• Parental leave
• birthing parent (16 weeks paid) non-birthing (4 weeks paid)
• FSA & HSA options
• Short and long term disability (short term 100% paid)
• Community service funds
• Professional development funds
• Wellbeing fund
• $150 quarterly
• Business expense stipend
• $125 quarterly
• Mac laptop + new hire equipment stipend
• Fully stocked kitchen with tons of drinks & snacks (BHM only)