Senior Manager, Customer Operations

The Senior Manager, Customer Operations is responsible for building and maintaining the infrastructure that decouples revenue growth from headcount costs, serving as the Process Architect for an 80+ person organization across six functions. This leader will design, implement, and coach the team to execute with precision, while also serving as the primary Traffic Controller between the Customer Organization and Revenue Operations.

Requirements

• 5+ years of experience in Customer Operations, Revenue Operations, or a similar function within a B2B SaaS environment.
• Demonstrated experience managing individual contributors and driving team performance in a player-coach capacity.
• Proven ability to build processes from scratch and train teams on new tools and systems.
• Strong proficiency with the customer tech stack: Salesforce (CRM), Pendo (Digital Adoption), and AI platforms.
• Data-driven mindset: ability to define, track, and communicate KPIs (NPS, CSAT, case deflection, Time-to-Value) and use data to make resource allocation decisions.
• Demonstrated experience partnering with Sales Operations or Revenue Operations to align pre-sale and post-sale data and processes.

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Tuition Reimbursement