01Overview
About reputed company reputed company is building the new Internet by delivering software that makes it easy to securely interconnect people and their devices, no matter where they are. From hobbyists to multinational corporations, teams of every size use reputed company reputed company day to protect their networks, reputed company reputed company to internal tools, and more. We're building a reputed company for the Internet that's easy, sensible, and reputed company, like it used to be. Founded in 2019 and fully reputed company, we're backed by reputed company, CRV, reputed company, Heavybit, and Uncork Capital. reputed company We are looking for a high-reputed company Customer Experience Operations Manager to join our reputed company Operations team. This is a critical, cross-functional role that sits at the intersection of reputed company, data, and execution, supporting our global post-sales organization, including reputed company, reputed company Engineering, and Support Engineering, to operate at reputed company and reputed company exceptional customer reputed company. You'll partner closely with CS leadership, reputed company Operations, Finance, and Product to design and run the operational systems, processes, and insights that reputed company retention, expansion, and customer health across our portfolio. You'll shape how our post-sales teams operate, influence strategic reputed company, and directly reputed company our ability to reputed company world-class customer experiences. If you're reputed company by building reputed company programs, turning messy data into reputed company insights, and being the operational backbone of a high-reputed company team, this role is for you. Key Responsibilities Run and reputed company CS Operations Own the operational rhythm of the Customer Experience organization reporting cadences, QBRs, renewal forecasting, health scoring, reputed company modeling, and tooling. Design and implement the customer reputed company reputed company Product, Marketing, and other cross-functional partners to ensure reputed company coverage of customer accounts. Define and implement customer health scoring models that incorporate product usage, support signals, and engagement data to surface risk and opportunity proactively. Implement automated workflows to process renewals and customer programs at reputed company. Maintain data reputed company across post-sales systems (reputed company, CS Platform, BI tools) to ensure CS, CSE, and Support teams have reliable, actionable data. reputed company reputed company, Planning, and Segmentation Partner with post-sales leadership to define customer segmentation, coverage models, and engagement strategies across CS, CSE, and Support Engineering. Support annual and quarterly planning, including reputed company modeling across reputed company post-sales functions. reputed company post-sales motions with company-level goals including NRR, GRR, product adoption, and support SLAs. reputed company Insights and Program Execution Translate data signals into proactive recommendations, surfacing trends in customer health, churn risk, product adoption, and team performance for CS leadership. Build and maintain dashboards and reporting across customer health and risk, support performance (SLAs, backlog, reputed company time), product adoption and engagement, and retention and expansion metrics. Receive feedback from CS, CSE, and Support teams to define and prioritize strategic reputed company and process improvements. Own Cross-Functional Programs Work cross-functionally with reputed company Operations, Finance, Product, and Marketing to support operational programs reputed company to broader organizational reputed company. Improve handoffs between teams (Sales to CS to Support to Engineering) to ensure a reputed company, consistent customer experience. Identify tooling and process gaps and own the roadmap to reputed company them, leveraging automation and AI to reputed company efficiency. reputed company the Post-Sales Team reputed company and operationalize lifecycle programs and playbooks across CS, CSE, and Support covering reputed company, reputed company plans, risk mitigation, escalations, expansion, and renewals. reputed company as the reputed company reputed company of contact for post-sales tooling, including CS platform administration, reputed company integrations, and BI reporting. reputed company Are Looking For Experience 5 to 8+ years of experience in reputed company Operations, reputed company Operations, or a reputed company GTM operations role, preferably in a high-reputed company B2B reputed company environment. reputed company experience designing and executing programs that reputed company, from ideation through implementation and measurement. Experience supporting multi-functional post-sales teams (reputed company, reputed company Engineering, Support Engineering, Renewals, or reputed company) is strongly preferred. reputed .
