Customer Experience Operations Manager

Job Summary

A company is looking for a Customer Experience Operations Manager.

Key Responsibilities

• Own reporting and dashboards for ARR performance across churn, contraction, reactivation, and expansion
• Analyze churn and expansion trends to identify root causes and inform strategic changes
• Design scalable post-sales processes and partner with GTM Systems to enhance revenue team tools

Required Qualifications

• 4+ years in Revenue Operations, Customer Success Operations, or Business Operations within a B2B SaaS environment
• Experience with reporting and managing workflows in Salesforce and/or Gainsight; SQL or advanced analytics experience is a plus
• Familiarity with customer health metrics and retention drivers
• Proven track record in cross-functional collaboration and driving strategic projects
• Ability to derive insights from data and recommend revenue opportunities