Customer Engagement Operations Manager

Job Summary

To support customer retention and growth, the full-time Customer Engagement Operations Manager will oversee the administration of Planhat, design customer health metrics, and develop data-driven strategies while working remotely in a hybrid model.

Key responsibilities

• Serve as the primary administrator for Planhat, managing configuration, data hygiene, and user optimization
• Design and evolve customer engagement data infrastructure, including success metrics and executive dashboards
• Lead the development of customer health scores and frameworks for churn risk identification and escalation management

Required qualifications

• 5+ years in Customer Success Operations, Revenue Operations, or a related field, preferably in B2B SaaS
• Proven experience managing a Customer Success platform like Planhat at an administrative level
• Strong analytical skills with the ability to translate data into actionable insights and strategies
• Experience supporting Customer Success teams in financial services, fintech, or enterprise SaaS
• Excellent communication skills, capable of presenting data-driven recommendations to leadership