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Manager, Customer Experience Operations

4 hours, 33 minutes ago
United States
Full-time
Senior
Sales Operations
Customer and Technical Support
Amplitude GCP Looker Salesforce SQL
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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 17

Description

  • Own the operational cadence for the Customer Experience organization, including reporting, QBRs, renewal forecasting, health scoring, capacity modeling, and tooling.
  • Design and implement customer journey processes with Product, Marketing, and other partners to ensure complete account coverage.
  • Define and maintain customer health scoring models using product usage, support, and engagement data to identify risk and opportunity.
  • Automate workflows for renewals and customer programs to support scale and efficiency.
  • Maintain data integrity across post-sales systems such as Salesforce, CS platforms, and BI tools.
  • Partner with leadership to define customer segmentation, coverage models, and engagement strategies across CS, CSE, and Support Engineering.
  • Support annual and quarterly planning, including capacity modeling for post-sales teams.
  • Build dashboards and reporting on customer health, churn risk, support performance, product adoption, retention, and expansion.
  • Translate data into actionable recommendations and surface trends to CS leadership.
  • Improve handoffs between Sales, CS, Support, and Engineering, and own process or tooling improvements that reduce manual work.

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 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 GTM motions including expansion and professional services.
  • Strong working knowledge of Salesforce is 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 and scale customer programs.
  • 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 passion for improving the post-sales experience through better process and tooling.
  • 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.
  • Comfortable operating in ambiguity and building from scratch as the organization grows.
  • Excellent written and verbal communication skills and 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

  • Target OTE of $200,000 USD, inclusive of base salary and variable compensation tied to quarterly sales targets.
  • Competitive total compensation package including base salary, equity incentive plan, and variable commission for quota-based roles.
  • 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, plus access to corporate co-working spaces.
  • Annual company retreat, team off-sites, and intentional in-person collaboration opportunities.
  • $1,500 USD annually for professional development, plus mentorship, coaching, and internal promotion opportunities.
  • Flexible paid time off and strong work-life integration.
  • Home office support including a company-owned laptop, monthly home internet reimbursement, and $1,000 USD for workstation setup.
  • Generous parental leave program from day one with top-ups for up to 26 weeks.

Interested in this position?

Apply directly on the company website

Apply Now

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