Manager, Customer Operations (Revenue Operations)

Role overview

Lead post-sales Customer Operations / Revenue Operations programs that drive retention and growth across the customer lifecycle. Own onboarding, adoption, renewal, and expansion operations, including renewal forecasting and the data/programs that demonstrate measurable revenue impact.

Responsibilities

• Design and optimize customer-centric processes for efficiency and continuous improvement.
• Manage change management for new processes/systems and ensure internal/external adoption.
• Analyze positive/negative trends using customer, user, and systems data; produce gap analyses.
• Build and run AI/agentic workflows to:
  • catch churn risk earlier
  • identify expansion signals sooner
  • drive faster, action-oriented outcomes
  • include Claude-based workflows
• Own customer lifecycle programs across onboarding, adoption, renewal, and expansion; continuously improve them.
• Run the weekly renewal forecast cadence in partnership with Customer Success leadership.
• Lead digital and tech-touch strategy to drive adoption and engagement where 1:1 contact isn’t possible.
• Establish and use health scoring, early-warning signals, and performance metrics.
• Partner with Customer Success, Product, and Revenue leadership to turn insights into pipeline.
• Lead and grow a team and communicate clearly, including executive correspondence.

Requirements

• 5+ years in Customer Success/Account Management.
• 5+ years in Customer Operations or Revenue Operations, including 2+ years people leadership.
• Hands-on experience applying AI/automation in a customer-facing context; you have shipped outcomes.
• Strong process/program builder mindset with analytics and a habit of measuring impact.
• Prior experience with complex customer-facing software.
• Fluency with tools such as Salesforce and Outreach.
• Excellent communication and prioritization judgment in a fast-moving environment.
• Bachelor’s degree or equivalent experience.

Location / work style

• Ideal: Seattle or Atlanta near in-office teams
• Remote within the U.S. is open.