Senior Manager, CX Operations

Strategy & Operations

• 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.
• Promote a culture of rapid innovation and experimentation across playbooks to drive customer outcomes and enhanced experience.
• 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.
• Own variable compensation design, target setting, and attainment tracking for TAM roles in partnership with Finance and TAM leadership.

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.
• Make final recommendations and drive execution on operating model, workflow orchestration, and process governance decisions across the Services & Success organization.
• Build organizational capability by coaching team members, raising the quality bar, and establishing scalable mechanisms that improve decision-making and execution over time.
• Drive accountability and execution quality through clear KPIs, delivery standards, and regular coaching.

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.
• Build scalable, multi-step agentic systems that TAM and CX leaders rely on for planning, forecasting, insight generation, and decision support.
• Establish governance, system evaluation frameworks, and QA processes for AI-assisted outputs: define what "good" looks like, set quality checkpoints, and create feedback loops so AI workflows improve over time.
• Architect observability into AI-enhanced processes: track output quality, decision accuracy, adoption rates, and business impact to quantify the leverage created through AI.
• Set direction for the adoption of new tools and processes, including AI and automation platforms, to drive productivity across the TAM organization.

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.
• Stay current with AI developments relevant to CX operations and translate learnings into operating model improvements.
• Translate AI workflow results into executive-ready insights that inform strategic decisions across TAM, CX, and GTM leadership.
• Lead by example with hands-on building of AI solutions and coach team members to adopt the same approach across every process.

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.
• Drive renewals forecasting in partnership with the TAM & Renewals team: pacing updates, confidence overlays, and contraction/churn projections that inform leadership decisions.
• Partner with TAM front-line managers to increase customer engagement depth: champion meeting cadence, adoption plan execution, and proactive expansion identification.

Capacity Planning & Coverage

• Own TAM coverage modeling end-to-end: define and maintain coverage ratios by segment, tier, and region that balance workload with customer outcomes.
• Manage book of business assignments and rebalancing including regional allocation of budgeted headcount.
• Conduct capacity forecasting as the business scales: model the impact of new customer acquisition, tier migrations, and organizational changes on team bandwidth.

Services Quality

• Own the design and operationalization of post-sales quality measurement across Services and Success.
• Build AI-powered quality auditing: automated onboarding quality checks, services engagement monitoring, handoff compliance verification, and sentiment trend alerting.
• Operationalize partner delivery quality comparison vs. in-house to ensure accountability regardless of delivery model.
• Connect quality metrics to business outcomes: correlate quality attributes to GRR/NRR and use findings to prioritize investment and process improvement.

Requirements

• 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.
• Demonstrated track record of designing and deploying AI-powered workflows that delivered measurable business outcomes (productivity gains, better decision quality, cleaner execution, improved retention signals, or stronger operating leverage).
• Track record of leading technology-enabled business process transformations, with an emphasis on strategic application of AI and agentic solutions.
• Strong judgment in evaluating AI-generated outputs for accuracy, risk, and appropriateness before scaling them into team workflows.
• Expert in managing and analyzing data, including building reports and scenario analysis models.