Manager, Customer Operations

Position:
Manager, Customer Operations (Revenue Operations)

Company:
Outreach

Compensation:
$120,000 - $155,000 a year

Location:
United States

Employment type:
Full-Time

Work Arrangement:
Remote

Short Summary:
This role owns post-sales operations and the programs that drive retention and growth of existing and new customers. You will run the customer lifecycle operations across onboarding, adoption, renewal, and expansion, and own renewal forecasting that gives the business a clear read on the book.

Responsibilities:
- Process design with an eye to efficiency; design new and adjust existing customer-centric processes and outcomes in support of continuous improvement
- Support organizational change by rolling out new processes and systems and supervise adoption
- Analyze positive and negative trends utilizing data from customers, individuals, and systems
- Leverage data to identify gaps, assess goals and targets, and promote process & design
- Use AI to drive retention and expansion, including Claude-based workflows
- Own customer lifecycle programs across onboarding, adoption, renewal, and growth
- Run weekly renewal forecast cadence in partnership with CS leadership
- Build and support the digital and tech-touch strategy that drives adoption and engagement
- Lead and grow a team, and communicate clearly from the top down

Requirement:
- 5+ years of experience in Customer Success or Account Management
- 5+ years of experience in Customer Operations or Revenue Operations, with at least 2 years of people leadership experience
- Real, hands-on experience putting AI or automation to work in a customer-facing context
- A builder's instinct for process and programs, backed by strong analytics
- Prior customer-facing experience with complex software, and fluency with tools like Salesforce and Outreach
- Excellent communication and judgment to set priorities in a fast-moving environment
- Bachelor's degree or equivalent experience

Benefits:
- Flexible time off
- 401k to help you save for the future
- Generous medical, dental, and vision coverage for full-time employees and their dependents
- A parental leave program that includes options for a paid night nurse, and a gradual return to work
- Infertility/assisted reproductive services benefit
- Employee referral bonuses
- Snacks and beverages in the office, along with fun events to celebrate
- Diversity and inclusion programs that promote employee resource groups