Customer Experience Operations Manager
Job Description:
- Collaborating closely with the CX VP and managers to gain insights into our current business growth stage and departmental needs
- Monitor and troubleshoot data issues across CX systems (Churnzero, Intercom, Salesforce, BigQuery) — coordinate root cause analysis, and ensure timely resolution to minimize downstream business impact
- Partner with Finance and Revenue operations to monitor the entire customer lifecycle (contracting, onboarding, renewals, churn) to identify and address process or insights gaps in the customer journey
- Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide path to escalation
- Analyze and improve our Customer Health Score. Leverage strategic score feedback to build on and improve relationship management processes
- Build and maintain centralized dashboards for CX functions (Support, Customer Success, Account Management)
- Collaborate closely between the Operations team and Product to align infrastructure and ensure CX reporting is accurate, consistent, and accessible
- Establishing, maintaining, and enforcing SLAs across Revenue and CX teams
Requirements:
- 3+ years relevant experience in Customer Experience operations or sales operations
- Demonstrated experience rolling out and working with Customer Success Platforms (i.e. Custify, Intercom, Salesforce etc.)
- Experience building health and adoption scoring - aggregating data, mapping between systems, and scoring optimization
- Proficiency in SQL
- Salesforce admin-level skills are a bonus
Benefits:
- 100% premium coverage on our healthcare plans for employees and their families
- Dental & vision coverage for employees and families
- New laptop & equipment
- Wellness Stipend