Manager, Customer Operations

About the role

You will manage post-sales operations, focusing on the programs that facilitate customer retention and revenue growth. This role requires you to design AI-driven workflows and digital strategies that optimize the customer lifecycle from onboarding through renewal. You will own the end-to-end management of operational programs that directly influence net revenue retention and expansion revenue. In this capacity, you will act as the operational strategist for the customer success organization, ensuring processes are scalable and data-informed. You will leverage artificial intelligence to identify patterns that indicate potential churn or untapped expansion within the customer base. The position demands a high level of ownership over cross-functional initiatives that bridge the gap between product, sales, and success teams. You will be responsible for translating complex customer interactions into standardized, repeatable operational procedures. Ultimately, you will drive the execution of strategies that ensure customers realize continuous value from the Outreach platform.

Key facts

What you'll do

• Design and refine customer-centric processes to improve operational efficiency across the customer journey.
• Manage organizational change by implementing new systems and monitoring adoption rates to ensure smooth transitions.
• Interpret data trends from customers and internal systems to identify performance gaps and opportunities for improvement.
• Develop and execute AI and agentic workflows, including Claude-based solutions, to detect churn risk and expansion opportunities.
• Oversee the full customer lifecycle, including onboarding, adoption, and renewal programs to maximize lifetime value.
• Lead the weekly renewal forecasting process in collaboration with Customer Success leadership to ensure accurate predictions.
• Execute digital and tech-touch strategies to engage customers at scale through automated and personalized experiences.
• Lead, mentor, and grow a high-performing team while managing executive-level communications and expectations.
• Translate customer data into actionable insights, such as health scores and early-warning signals, to drive proactive interventions.
• Collaborate with Product, Revenue, and Customer Success teams to convert insights into pipeline growth and retention strategies.
• Optimize the use of Salesforce and Outreach platforms to ensure data integrity and actionable visibility into customer health.
• Implement rigorous reporting frameworks that provide transparency into operational performance and customer outcomes.
• Champion the adoption of AI tools to augment team capabilities and streamline repetitive operational tasks.
• Partner with leadership to define and track key performance indicators that measure the success of customer operations.

Requirements

• 5+ years of experience in Customer Success or Account Management roles within a software or technology environment.
• 5+ years of experience in Customer Operations or Revenue Operations managing complex programs and stakeholders.
• 2+ years of proven people leadership experience managing and developing high-performing teams.
• Demonstrated track record of implementing AI or automation in a customer-facing environment to drive measurable outcomes.
• Extensive experience working with complex software systems in a customer-facing role to solve intricate business problems.
• Bachelor degree or equivalent professional experience that demonstrates advanced knowledge in business or a related field.
• Strong understanding of the customer lifecycle and the ability to manage processes from initial engagement through renewal or expansion.
• Proven ability to work independently and collaboratively in a fast-paced, matrixed organizational structure.

Nice to have

• Experience with Salesforce and Outreach platforms is highly valued and considered a significant advantage.
• Background in designing AI and agentic workflow solutions specifically for customer retention and growth.
• Familiarity with data analytics and reporting tools used to derive insights that influence strategic decisions.
• Prior experience in a role that required translating customer data into health scores and predictive signals.
• Knowledge of parental leave programs and benefits that support work-life integration and family needs.
• Participation in employee resource groups and engagement with programs that promote diversity and inclusion in the workplace.
• Understanding of infertility and assisted reproductive services benefits and their relevance in supporting employees.
• Experience with employee referral programs and the impact they have on organizational growth and culture.

Practical notes

This is a full-time position based in the United States, with flexibility for remote work depending on location eligibility. The role does not involve international travel. Candidates must be eligible to work in the United States without sponsorship at this time. The company offers a comprehensive benefits package that includes flexible time off, a 401k retirement plan, and medical, dental, and vision coverage. Outreach provides a parental leave program featuring paid night nurse options and gradual return-to-work plans to support employees during major life events. Additional perks include infertility and assisted reproductive services, employee referral bonuses, and access to various employee resource groups. Outreach is committed to being an equal opportunity employer that values diversity and inclusion in all aspects of employment.