Manager, Customer Operations

About the role

You will manage post-sales operations, focusing on the programs that facilitate customer retention and revenue growth. This position involves designing AI-driven workflows and digital strategies to optimize the customer lifecycle from onboarding through renewal.

Key facts

What you'll do

• Design and refine customer-centric processes to improve operational efficiency.
• Manage organizational change by implementing new systems and monitoring adoption rates.
• Interpret data trends from customers and internal systems to identify performance gaps.
• 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.
• Lead the weekly renewal forecasting process in collaboration with Customer Success leadership.
• Execute digital and tech-touch strategies to engage customers at scale.
• Lead, mentor, and grow a team while managing executive-level communications.
• Translate customer data into actionable insights, such as health scores and early-warning signals.
• Collaborate with Product, Revenue, and Customer Success teams to convert insights into pipeline growth.

Requirements

• 5+ years of experience in Customer Success or Account Management.
• 5+ years of experience in Customer Operations or Revenue Operations.
• 2+ years of people leadership experience.
• Proven track record of implementing AI or automation in a customer-facing environment.
• Experience working with complex software in a customer-facing role.
• Bachelor degree or equivalent professional experience.

Skills & tools

• Salesforce
• Outreach
• AI and agentic workflow design
• Data analytics and reporting

Practical notes

Benefits include flexible time off, 401k, and comprehensive medical, dental, and vision coverage. The company provides a parental leave program featuring paid night nurse options and gradual return-to-work plans. Additional perks include infertility and assisted reproductive services, employee referral bonuses, and various employee resource groups. Outreach is an equal opportunity employer.