Manager, Customer Operations

Outreach is the only complete agentic AI platform for revenue teams, founded in 2014. The Manager of Customer Operations will own post-sales operations and the programs that drive retention and growth of existing and new customers, overseeing the customer lifecycle operations and designing processes that leverage AI for improved outcomes.

Responsibilities:

• Process design - with an eye to efficiency; design new and adjust existing customer-centric processes and outcomes in support of continuous improvement
• Support organizational Change by rolling out new processes and systems and supervise adoption, both internally and externally to ensure consistency
• Analyze positive and negative trends utilizing data from customers, individuals and systems to provide data interpretation
• Leveraging data to identify gaps, assess goals and targets, produce gap analysis and promote process & design
• Use AI to drive retention and expansion. Design and run AI and agentic workflows, including Claude-based workflows, that catch churn risk early, spot expansion signals, and act on them
• Own the customer lifecycle programs across onboarding, adoption, renewal, and growth, and make them measurably better over time
• Run weekly renewal forecast cadence in partnership with CS leadership
• Build and support the digital and tech-touch strategy that drives adoption and engagement across the customers you cannot reach one to one
• Lead and grow a team, and communicate clearly from the top down, including executive correspondence
• Turn customer data into action through health scoring, early-warning signals, and the metrics that show what is working
• Partner with Customer Success, Product, and Revenue leadership to turn insight into pipeline

Requirements:

• 5+ years of experience in Customer Success or Account Management
• 5+ years of experience in Customer Operations, or Revenue Operations, with at least 2 years people leadership experience
• Real, hands-on experience putting AI or automation to work in a customer-facing context. You have shipped something, not just talked about it
• A builder's instinct for process and programs, backed by strong analytics and a habit of measuring impact
• Prior customer-facing experience with complex software, and fluency with tools like Salesforce and Outreach
• Excellent communication and the judgment to set priorities in a fast-moving environment
• Bachelor's degree or equivalent experience