Customer Experience Operations Manager

📋 Description

• Own reporting and dashboards for ARR across churn, contraction, reactivation, and expansion
• Analyze churn, contraction, and expansion trends to identify root causes for GTM changes
• Improve renewal and expansion forecasting through process and data hygiene
• Facilitate weekly and quarterly reviews with CS and AM to support renewals and NRR/GRR
• Design scalable post-sales processes including handoffs, ownership, and lifecycle milestones
• Partner with GTM Systems to optimize Salesforce, Gainsight, and supporting tools

🎯 Requirements

• 4+ years in Revenue/CS/AM/Business Ops in B2B SaaS
• Experience building reports and workflows in Salesforce and/or Gainsight; SQL or analytics a plus
• Familiarity with customer health metrics and retention drivers
• Proven cross-functional collaboration, driving projects from ideation to adoption
• Experience structuring problems, deriving insights, and recommending revenue opportunities
• Strong communication to present forecasts and insights to senior leaders

🎁 Benefits

• Multiple health/dental coverage options (employee 100%, family 50%)
• Vision insurance
• Incentive stock options
• 401(k) match of 4%
• PTO - 4 weeks (increases at year two!)
• 12 company holidays + 2 floating holidays
• Parental leave - birthing parent (16 weeks paid) non-birthing (4 weeks paid)
• FSA & HSA options
• Short and long term disability (short term 100% paid)
• Community service funds
• Professional development funds
• Wellbeing fund - $150 quarterly
• Business expense stipend - $125 quarterly
• Mac laptop + new hire equipment stipend
• Fully stocked kitchen with drinks and snacks (BHM only)
• Remote working friendly since 2012 (#LI-REMOTE)