Senior Manager, CX Operations – Services & Success

Job Description:

• Own the vision and strategy for delivering world-class customer experience through our Services & Success operating model
• Drive cross-functional alignment across Sales, Product & Engineering, Finance, and Support by synthesizing customer health, retention, and services delivery opportunities into operational priorities
• Lead and execute strategic initiatives to optimize and transform customer engagement, services delivery, and internal collaboration processes
• Extract key business insights from qualitative and quantitative data, identify risks and opportunities, and build programs that drive revenue retention, expansion, quality, and operating leverage
• Promote a culture of rapid innovation and experimentation across playbooks to drive customer outcomes and enhanced experience
• Own annual planning, budgeting inputs, capacity modeling, forecasting, and monthly/quarterly business review functions for TAM Operations
• Influence multi-year functional planning by translating business strategy into operational roadmaps, investment priorities, and scalable systems
• Own variable compensation design, target setting, and attainment tracking for TAM roles in partnership with Finance and TAM leadership
• Lead 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
• Set functional priorities, operating standards, and success metrics for TAM Operations, ensuring execution aligns to company objectives
• Make final recommendations and drive execution on operating model, workflow orchestration, and process governance decisions across the Services & Success organization
• Build organizational capability by coaching team members, raising the quality bar, and establishing scalable mechanisms that improve decision-making and execution over time
• Drive accountability and execution quality through clear KPIs, delivery standards, and regular coaching
• Own and operate the AI agent harness and automation layer of our TAM operating model
• Design, ship, manage, and iterate on AI-driven workflows that enhance and automate customer health inspection, risk detection, engagement management, services delivery lifecycle, workflow orchestration, quality measurement, and customer experience across TAM and CX
• Build scalable, multi-step agentic systems that TAM and CX leaders rely on for planning, forecasting, insight generation, and decision support
• Establish governance, system evaluation frameworks, and QA processes for AI-assisted outputs
• Set direction for the adoption of new tools and processes, including AI and automation platforms, to drive productivity across the TAM organization
• Use AI tools in your own workflow: operational analysis, data modeling, reporting automation, strategic communications, and executive presentations
• Apply strong judgment to validate AI outputs, manage risk, and improve the repeatable systems the team uses
• Stay current with AI developments relevant to CX operations and translate learnings into operating model improvements
• Translate AI workflow results into executive-ready insights that inform strategic decisions across TAM, CX, and GTM leadership
• Drive proactive churn and contraction inspection: identify at-risk renewals, perform root cause analysis on losses, and mobilize account teams to execute save motions
• Build and operate AI-powered account health and risk inspection tools that surface declining engagement signals and trigger intervention workflows
• Drive renewals forecasting in partnership with the TAM & Renewals team
• Own TAM coverage modeling end-to-end: define and maintain coverage ratios by segment, tier, and region that balance workload with customer outcomes
• Manage book of business assignments and rebalancing including regional allocation of budgeted headcount
• Conduct capacity forecasting as the business scales: model the impact of new customer acquisition, tier migrations, and organizational changes on team bandwidth
• Own the design and operationalization of post-sales quality measurement across Services and Success

Requirements:

• 8+ years in an Operations and/or Strategy role focused on Professional Services, Customer Success, or similar post-sales functions
• Proven experience owning or leading a services operations, CS operations, or similar function with responsibility for strategy, operating cadences, and cross-functional execution
• Deep knowledge of services and success methodology, processes, tools, and metrics including utilization, engagement health, onboarding, retention, and customer lifecycle management
• Effective at engaging and influencing executive stakeholders, building consensus, and driving collaborative change
• Demonstrated track record of designing and deploying AI-powered workflows that delivered measurable business outcomes
• Track record of leading technology-enabled business process transformations, with an emphasis on strategic application of AI and agentic solutions
• Strong judgment in evaluating AI-generated outputs for accuracy, risk, and appropriateness before scaling them into team workflows
• Expert in managing and analyzing data, including building reports and scenario analysis models, as well as leveraging business intelligence tools to drive leadership strategy
• Experience owning planning processes, budget inputs, forecasting cadences, and variance analysis
• Demonstrated success leading and scaling teams, workflows, and operating mechanisms in a customer-facing or operations function
• 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 comparable platforms
• Strategic thinker with a bias for action—hands-on, scrappy, and able to take projects to the finish line.

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