Customer Engagement Operations Manager

Job Summary

To build and lead the Customer Engagement Operations function, the full-time Senior Manager, Customer Engagement Operations will manage customer health metrics, oversee the Planhat platform, and collaborate with CS leadership to enhance customer retention and satisfaction.

Key responsibilities

• Serve as the primary administrator for Planhat, ensuring data hygiene and ongoing optimization
• Design and evolve the Customer Engagement data infrastructure, including success metrics and executive dashboards
• Lead customer lifecycle design efforts, mapping the ideal journey from contract to renewal across segments

Required qualifications

• 5+ years in CS Operations, Revenue Operations, or a closely related function, preferably in B2B SaaS
• Proven experience owning a CS platform (Planhat, Gainsight, Totango, or equivalent) at an admin level
• A track record of building CS reporting, health scores, or forecasting models that drove measurable outcomes
• Analytical strength with proficiency in Excel/Sheets and report building to support business questions
• Excellent communication skills, capable of presenting data-driven recommendations to leadership and executive audiences