Senior Manager, Customer Experience Operations

Job Summary

A company is looking for a Sr Manager, Customer Experience Operations.

Key Responsibilities

• Establish the Customer Success Operating Model and define the global cadence for key business activities
• Serve as the primary operational partner to Customer Success leadership, translating strategies into actionable playbooks
• Manage and mentor the CX Systems Lead, overseeing the roadmap for system evolution and performance metrics

Required Qualifications

• 5+ years in Customer Success Operations or GTM Business Operations at a high-growth SaaS company
• Experience in people leadership, managing technical contributors and systems-focused teams
• Proven track record in operational design, including building operating models and process maps
• Strong business acumen with the ability to connect CSM activities to company goals
• Deep functional knowledge of Salesforce and Gainsight as a business partner