Senior Manager, Customer Experience Operations

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