Senior Manager, CX Operations (Services & Success)

About the Role

Own the vision and strategy for delivering world-class customer experience through our Services & Success operating model. Drive cross-functional alignment across Sales, Product & Engineering, Finance, and Support by synthesizing customer health, retention, and services delivery opportunities into operational priorities.

Lead and execute strategic initiatives to optimize and transform customer engagement, services delivery, and internal collaboration processes. Extract key business insights from qualitative and quantitative data, identify risks and opportunities, and build programs that drive revenue retention, expansion, quality, and operating leverage.

Strategy & Operations

• Own annual planning, budgeting inputs, capacity modeling, forecasting, and monthly/quarterly business review functions for TAM Operations.
• Influence multi-year functional planning by translating business strategy into operational roadmaps, investment priorities, and scalable systems.

Functional Leadership

Lead the TAM Operations function across systems and automation, planning and forecasting, quality, and business insights, through a combination of team leadership and cross-functional influence. Set functional priorities, operating standards, and success metrics for TAM Operations, ensuring execution aligns to company objectives.

AI & Automation Architecture

Own and operate the AI agent harness and automation layer of our TAM operating model. Design, ship, manage, and iterate on AI-driven workflows that enhance and automate customer health inspection, risk detection, engagement management, services delivery lifecycle, workflow orchestration, quality measurement, and customer experience across TAM and CX.

AI-Native Leadership

Use AI tools in your own workflow: operational analysis, data modeling, reporting automation, strategic communications, and executive presentations. Apply strong judgment to validate AI outputs, manage risk, and improve the repeatable systems the team uses.

Revenue Retention & Customer Health

Drive proactive churn and contraction inspection: identify at-risk renewals, perform root cause analysis on losses, and mobilize account teams to execute save motions. Build and operate AI-powered account health and risk inspection tools that surface declining engagement signals and trigger intervention workflows.

About You

8+ years in an Operations and/or Strategy role focused on Professional Services, Customer Success, or similar post-sales functions. Proven experience owning or leading a services operations, CS operations, or similar function with responsibility for strategy, operating cadences, and cross-functional execution.

Deep knowledge of services and success methodology, processes, tools, and metrics including utilization, engagement health, onboarding, retention, and customer lifecycle management. Effective at engaging and influencing executive stakeholders, building consensus, and driving collaborative change.