Manager, Customer Experience Operations

Role Overview

Tailscale is hiring a Manager, Customer Experience Operations to join its Revenue Operations team. This is a cross-functional role focused on operating and scaling the global post-sales organization (Customer Success, Customer Success Engineering, and Support Engineering) by combining strategy, data, and execution to drive retention, expansion, and customer health.

Key Responsibilities

Run and Scale CS Operations

• Own the Customer Experience operational rhythm, including:
  • reporting cadences, QBRs, renewal forecasting
  • health scoring, capacity modeling
  • tooling
• Design and implement the customer journey coverage alongside Product and Marketing.
• Define and implement customer health scoring models using:
  • product usage
  • support signals
  • engagement data
• Implement automated workflows to process renewals and customer programs at scale.
• Maintain data integrity across post-sales systems (e.g., Salesforce, CS platform, BI tools).

Drive Strategy, Planning, and Segmentation

• Partner with post-sales leadership to define:
  • customer segmentation
  • coverage models
  • engagement strategies across CS, CSE, and Support Engineering
• Support annual and quarterly planning, including capacity modeling.
• Align post-sales motions with company goals such as NRR/GRR, product adoption, and support SLAs.

Drive Insights and Program Execution

• Turn data signals into proactive recommendations (customer health, churn risk, adoption, team performance).
• Build/maintain dashboards and reporting for:
  • customer health and risk
  • support performance (SLAs, backlog, resolution time)
  • product adoption and engagement
  • retention and expansion metrics
• Gather feedback from CS/CSE/Support to define and prioritize process improvements.

Own Cross-Functional Programs

• Work with Revenue Operations, Finance, Product, and Marketing to deliver operational programs.
• Improve handoffs across Sales → CS → Support → Engineering.
• Identify tooling/process gaps and own the roadmap, leveraging automation and AI.

Enable the Post-Sales Team

• Develop and operationalize lifecycle programs/playbooks (onboarding, success plans, risk mitigation, escalations, expansion, renewals).
• Act as primary point of contact for post-sales tooling, including CS platform administration, Salesforce integrations, and BI reporting.

Requirements

Not specified in the provided text.