Manager, Customer Experience Operations

1 month, 1 week ago
Full-time
Senior
Customer and Technical Support
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

Description

  • Own the operational cadence for the Customer Experience organization, including reporting, QBRs, renewal forecasting, health scoring, capacity modeling, and tooling.
  • Design and improve the customer journey with Product, Marketing, and other cross-functional partners to ensure proper account coverage.
  • Define and implement 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.
  • Translate data signals into recommendations on customer health, churn risk, product adoption, and team performance.
  • Build and maintain dashboards and reporting for customer health, support performance, adoption, retention, and expansion metrics.
  • Develop lifecycle programs and playbooks covering onboarding, success plans, risk mitigation, escalations, expansion, and renewals.
  • Own post-sales tooling administration, including CS platform management, Salesforce integrations, and BI reporting.
  • Work cross-functionally with Revenue Operations, Finance, Product, Marketing, Sales, Support, and Engineering to improve handoffs and close process or tooling gaps.

Requirements

  • 5 to 8+ years of experience in Customer Success Operations, Revenue Operations, or a related GTM operations role, preferably in a high-growth B2B SaaS environment.
  • Proven experience designing, executing, and measuring scalable programs from ideation through implementation.
  • Experience supporting multi-functional post-sales teams such as Customer Success, Customer Success Engineering, Support Engineering, Renewals, or Professional Services, strongly preferred.
  • Track record of building trust and working cross-functionally with stakeholders across CS, Sales, Finance, and Product.
  • Experience with renewal operations and post-sales GTM motions, including expansion and professional services.
  • Strong working knowledge of Salesforce, required.
  • Experience with a CS 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 support tooling such as Jira Service Management.
  • Familiarity with SQL or BigQuery is a strong plus; 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, Customer Success Engineering, Support, and Revenue teams.
  • Strong analytical skills with the ability to build, interpret, and clearly communicate complex data.
  • Customer-first orientation and passion for improving the post-sales experience.
  • Ability to lead strategic initiatives while executing hands-on in a fast-paced, evolving environment.
  • Highly collaborative with strong stakeholder management skills and the ability to influence without authority.
  • Comfort operating in ambiguity and building from scratch as the organization grows.
  • Excellent written and verbal communication skills with the ability to manage multiple workstreams simultaneously.
  • Experience in a high-growth startup environment, preferred.
  • Familiarity with product usage analytics tools such as Amplitude or Pendo, preferred.
  • Experience with PLG or hybrid sales motions, preferred.
  • Experience building or maturing a CS Operations function from scratch, preferred.
  • Background working closely with Engineering or Support organizations, preferred.

Benefits

  • Base salary, equity, and comprehensive benefits.
  • Target OTE of CAD $268,000, inclusive of base salary and variable compensation tied to quarterly sales targets.
  • Inclusive and flexible work environment.
  • Remote-first company with most teams working fully remotely.
  • Comprehensive group benefits with no waiting period, including health, vision, and dental coverage for employees and families.
  • $1,500 USD annually for professional development, plus mentorship, coaching, and internal promotion opportunities.
  • Flexible paid time off and healthy work-life integration.
  • Home office setup support, including a company-owned laptop, monthly home internet reimbursement, and $1,000 USD for workstation customization.
  • Generous parental leave program with top-ups for up to 26 weeks from day one.

Interested in this position?

Apply directly on the company website

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