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Manager, Customer Experience Operations

2 hours, 40 minutes ago
Canada
Full-time
Senior
Sales Operations
Customer and Technical Support
Amplitude GCP Looker Salesforce SQL
Apply Now
Tailscale

Tailscale

Tailscale is a zero config VPN service that simplifies network security and connectivity for teams of any scale, offering easy deployment, minimal latency, and compatibility with existing services.

Diversified Telecommunication Services
51-250
Founded 2019
$115M raised
View All Jobs 11

Description

  • Own the operational rhythm of the Customer Experience organization, including reporting cadences, QBRs, renewal forecasting, health scoring, capacity modeling, and tooling.
  • Design and implement customer journey coverage with Product, Marketing, and other cross-functional partners.
  • Define and maintain customer health scoring models using product usage, support signals, and engagement data.
  • Implement automated workflows to process renewals and customer programs at scale.
  • Maintain data integrity across post-sales systems, including Salesforce, the CS platform, and BI tools.
  • Partner with post-sales leadership to define customer segmentation, coverage models, and engagement strategies.
  • Support annual and quarterly planning, including capacity modeling across Customer Success, Customer Success Engineering, and Support Engineering.
  • Build dashboards and reporting for customer health, support performance, product adoption, retention, and expansion metrics.
  • Translate data into proactive recommendations on churn risk, customer health, product adoption, and team performance.
  • Work cross-functionally to improve handoffs between Sales, CS, Support, and Engineering and close tooling and process gaps.

Requirements

  • 5 to 8+ years of experience in Customer Success Operations, Revenue Operations, or a related go-to-market operations role, preferably in high-growth B2B SaaS.
  • Proven experience designing and executing scalable programs from ideation through implementation and measurement.
  • Experience supporting multi-functional post-sales teams such as Customer Success, Customer Success Engineering, Support Engineering, Renewals, or Professional Services is strongly preferred.
  • Track record of working cross-functionally and building trust with stakeholders across CS, Sales, Finance, and Product.
  • Experience with renewal operations and post-sales motions including expansion and professional services.
  • Strong working knowledge of Salesforce is required.
  • Experience with a customer success platform such as Gainsight, Planhat, or Totango.
  • Proficiency with BI and analytics tools such as Looker, with the ability to build reports and dashboards independently.
  • Familiarity with Jira Service Management or similar support tooling.
  • Familiarity with SQL or BigQuery is a strong plus, and data fluency is essential.
  • Familiarity with AI-driven tooling or workflow automation platforms to improve post-sales productivity.
  • Systems thinker who can connect workflows across CS, CSE, Support, and Revenue teams.
  • Strong analytical skills with the ability to interpret complex data and communicate insights clearly.
  • Customer-first orientation and comfort operating in ambiguity while building from scratch.
  • Excellent written and verbal communication skills with the ability to manage multiple workstreams simultaneously.
  • Experience in a high-growth startup environment is nice to have.
  • Familiarity with product usage analytics tools such as Amplitude or Pendo is nice to have.
  • Experience with PLG or hybrid sales motions is nice to have.
  • Experience building or maturing a CS Operations function from scratch is nice to have.
  • Background working closely with Engineering or Support organizations is nice to have.

Benefits

  • Competitive total compensation package including base salary, equity incentive plan, and variable commission for quota-based roles.
  • CAN pay range OTE of $268,000 CAD.
  • Comprehensive group benefits with no waiting period, including health, vision, dental, and more for employees and their families.
  • Remote-first work environment with flexibility to work from wherever you have wifi.
  • Annual $1,500 USD professional development budget, plus mentorship, coaching, and internal promotion opportunities.
  • Flexible paid time off for rest, travel, moving, and other life needs.
  • Home office setup support, including a company-owned laptop, monthly home internet reimbursement, and $1,000 USD for workstation customization.
  • Generous parental leave top-up for up to 26 weeks, available from day one.

Interested in this position?

Apply directly on the company website

Apply Now

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