Senior Manager, CX Operations
Glean
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $200,000 - $240,000 per year
Job Level
About the role
- Help build our post‑sales strategy, including defining core CX roles and responsibilities, driving segmentation and coverage decisions, and owning capacity planning.
- Shape the long‑term CX operating strategy by designing and maintaining the CX metrics backbone, including dashboards and reporting for key health, retention, and expansion metrics.
- Implement and run key post‑sales cadences such as renewals forecasting, capacity and coverage reviews, and churn‑risk and health reviews, delivering business reviews with data‑driven insights on customer outcomes and performance.
- Design and refine end‑to‑end CX workflows across onboarding, implementation, adoption, risk management, expansion, and renewal, clarifying ownership, handoffs, and SLAs across CX roles.
- Define and track leading indicators of customer health, adoption, and risk, surfacing clear alerts and views to CX leadership and frontline teams.
- Identify and execute opportunities for automation and capacity unlock, embedding AI‑first workflows into CX operations—including using Glean at Glean—to remove manual work and scale impact.
- Own the CX tooling stack for data and insights, partnering with RevOps, Systems, and CS leadership to ensure platforms are configured to support an efficient, insight‑driven customer journey.
- Be the voice of post‑sales in cross‑functional GTM and product decisions
Requirements
- 5+ years of experience in CX Operations, Revenue Operations, or related GTM operations roles, ideally in B2B SaaS.
- Track record of building or materially improving CS systems and processes (health scoring, renewals forecasting, playbooks, segmentation) and demonstrating measurable impact on retention, expansion, or health.
- Strong understanding of key post-sales metrics and leading indicators
- Experience operating in high‑growth or startup environments where you’ve had to build structure in ambiguity.
Benefits
- Medical, Vision, and Dental coverage
- Generous time-off policy
- 401k plan
- Home office improvement stipend
- Annual education and wellness stipends
- Healthy lunches daily
- Regular company events
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
CX operationsrevenue operationscustomer health metricsrenewals forecastingcapacity planningchurn-risk analysisautomationdata-driven insightsend-to-end CX workflowsB2B SaaS
Soft skills
strategic thinkingcross-functional collaborationproblem-solvingcommunicationleadershipadaptabilitydata analysisorganizational skillscustomer focusprocess improvement