Customer Operations Manager

About The Role

We're looking for a Sr. Customer Operations Manager to serve as the operational and analytical backbone of our Customer Experience organization. This role owns the systems, processes, and insights that power our Customer Success (CS), Professional Services (PS), and Growth/Account Development (GAD) teams — from platform administration to revenue-critical forecasting models. The ideal candidate combines hands-on systems expertise with strong analytical rigor and the business acumen to translate raw data into decisions that shape revenue strategy.

What You'll Do

• Serve as primary administrator for ChurnZero, including platform configuration, health scoring, automation workflows, and digital touch program execution
• Administer Rocketlane for implementation and onboarding project tracking, ensuring data integrity and adoption across PS teams
• Strategize and support the Growth Account Teams as it pertains to Reporting, Account Plans and Management of their book of business
• Manage system enhancement requests with your RevOps partners who own and maintains other GTM systems (SFDC, Gong, Worktao,etc)
• Establish and maintain customer digital touch motion (automation of plays, optimizations, updates, etc)
• Develop new At Risk signals and automations for Account teams
• Be a data steward in our customer data hygiene in CRM (Salesforce) & ChurnZero
• Optimize territory and account assignment logic across CS, PS, and GAD teams
• Drive key insights in churn analysis to identify risk patterns and inform proactive retention strategies
• Model commission structures and expansion forecasts spanning the full customer portfolio
• Develop performance KPIs and quarterly forecasting models for Growth and Renewals functions
• Build and maintain financial reporting, account management dashboards, and proactive insights used across CX and GAD leadership
• Model customer whitespace analysis to surface expansion opportunities, translating raw account data into actionable growth signals for GADs
• Identify, design, and implement AI-driven automations to improve operational efficiency across the customer lifecycle
• Partner with cross-functional stakeholders to scale automation initiatives beyond manual, repetitive workflows
• Model Professional Service Capacity & metrics around project utilization and areas of optimization

What We're Looking For

• 5-7 years of experience in RevOps, CS Ops, Sales Ops, or a related operations function, ideally within B2B SaaS
• Direct technical administrative experience with ChurnZero, Rocketlane, or Gong (or comparable platforms in each category)
• Strong proficiency in Excel/Google Sheets; working knowledge of SQL and/or BI tools (Tableau, Looker, Power BI)
• Demonstrated experience building forecasting models, or portfolio-level analytics
• Proven ability to partner cross-functionally with CS, PS, and Sales/GAD teams
• Experience with Salesforce or an equivalent CRM
• Familiarity with AI/automation tooling for operational workflows
• Background supporting post-sale revenue motions
• Strong analytical and problem-solving skills with high attention to detail
• Ability to translate complex data into clear, actionable recommendations
• Comfortable operating in ambiguity and building process where none exists
• Excellent stakeholder management and cross-functional communication skills
• Self-directed with strong project management capabilities across multiple concurrent workstreams