Fleetio

Customer Experience Operations Manager

Fleetio

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

SQL

About the role

  • Own reporting and dashboards that provide a clear view into ARR performance across churn, contraction, reactivation, and expansion
  • Analyze churn, contraction, and expansion trends to identify root causes and inform changes to GTM plays, segmentation, or customer coverage
  • Fine-tune renewal and expansion forecasting by improving process, data hygiene, and visibility into at-risk and growth accounts
  • Facilitate weekly and quarterly business reviews in partnership with Customer Success and Account Management leaders to support renewals, NRR, and GRR
  • Design scalable post-sales processes, including customer handoffs, account ownership, and lifecycle milestones
  • Partner with GTM Systems to continuously improve Salesforce, Gainsight, and supporting tools to better enable revenue teams

Requirements

  • 4+ years in Revenue Operations, Customer Success Operations, Account Management Operations, or Business Operations within a B2B SaaS environment
  • Experience building reporting, analyzing trends, and managing workflows in Salesforce and/or Gainsight; SQL or advanced analytics experience is a plus
  • Familiarity with customer health metrics, retention drivers, and leading indicators for churn and expansion
  • A track record in cross-functional collaboration, driving strategic projects from ideation to gaining process adoption
  • A track record in structuring problems (e.g., breakdown in funnel conversion rates, decline in pipeline generation), deriving insights from data, and recommending revenue opportunities
  • Strong communication skills, with the ability to present forecasts, insights, and narratives to senior leaders.
Benefits
  • Multiple health/dental coverage options (100% coverage for employee, 50% for family)
  • Vision insurance
  • Incentive stock options
  • 401(k) match of 4%
  • PTO - 4 weeks (increases at year two!)
  • 12 company holidays + 2 floating holidays
  • Parental leave - birthing parent (16 weeks paid) non-birthing (4 weeks paid)
  • FSA & HSA options
  • Short and long term disability (short term 100% paid)
  • Community service funds
  • Professional development funds
  • Wellbeing fund - $150 quarterly
  • Business expense stipend - $125 quarterly
  • Mac laptop + new hire equipment stipend
  • Fully stocked kitchen with tons of drinks & snacks (BHM only)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
reportingdata analysisforecastingSQLadvanced analyticsprocess improvementdata hygienecustomer health metricsretention driverschurn analysis
Soft Skills
cross-functional collaborationstrategic project managementproblem structuringdata-driven insightscommunicationpresentation skills