Manager, Customer Experience Operations

1. About Our Client: This organization operates in the software industry, focusing on secure connectivity solutions that facilitate seamless interconnection of people and devices regardless of location. It serves a diverse range of users from individual hobbyists to large multinational corporations, supporting network protection and internal tool access. Established in 2019 as a fully distributed company, it is backed by several venture capital firms.

2. About the Opportunity: The Manager, Customer Experience Operations plays a critical role within the Revenue Operations team, supporting the global post-sales functions including Customer Success, Customer Success Engineering, and Support Engineering. This position is responsible for designing and managing operational systems and processes that drive customer retention, expansion, and overall health across the customer portfolio. The role is central to shaping post-sales team operations, influencing strategic decisions, and enhancing the delivery of customer experiences

.
3. Responsibilitie

• s:
  Manage the operational rhythm for the Customer Experience organization, including reporting, forecasting, and capacity modeli
• ng.Collaborate with cross-functional partners to design and implement customer journey strategi
• es.Develop and apply customer health scoring models based on product usage and engagement da
• ta.Automate workflows for renewals and customer program manageme
• nt.Ensure data integrity across post-sales systems to provide reliable insigh
• ts.Partner with leadership to define customer segmentation and engagement strategi
• es.Support planning processes including capacity modeling across post-sales tea
• ms.Align post-sales activities with organizational goals such as net revenue retention and product adopti
• on.Analyze data to provide insights on customer health, churn risk, and team performan

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• ce.Build and maintain dashboards and reports covering various performance metri
• cs.Gather feedback to prioritize strategic projects and process improvemen
• ts.Coordinate cross-functional programs to enhance operational alignme
• nt.Improve handoffs between sales, customer success, support, and engineering tea
• ms.Identify and address tooling and process gaps using automation and
• AI.Develop lifecycle programs and playbooks for post-sales teams covering onboarding, risk mitigation, and renewa
• ls.Serve as the main contact for post-sales tooling and reporting platfor

ms.
4. Requireme

• nts:
  5 to 8+ years of experience in Customer Success Operations, Revenue Operations, or related roles, preferably within high-growth B2B SaaS environm
• ents.Proven ability to design and implement scalable prog
• rams.Experience supporting multi-functional post-sales t
• eams.Demonstrated cross-functional collaboration and stakeholder management sk
• ills.Experience with renewal operations and post-sales mot
• ions.Strong proficiency with Salesforce and customer success platforms like Gainsight, Planhat, or Tot

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• ango.Skilled in BI and analytics tools such as Lo
• oker.Familiarity with support tools like Jira Service Manage
• ment.Knowledge of SQL or BigQuery is advantag
• eous.Experience with AI-driven tools and workflow automa
• tion.Analytical mindset with strong communication sk
• ills.Ability to operate in fast-paced, evolving environm

ents.
5. Pay Range and Compensation Pa

• ckage:
  The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, and other relevant f

actors.
6. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national

origin.
Note: RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career pag