Senior Manager, CX Services Operations

Accountabilities: Lead, mentor, and develop a distributed team responsible for Professional Services Operations and Customer Success Operations, fostering collaboration and operational excellence.

Drive forecasting, resource planning, financial operations, and reporting processes that improve visibility, scalability, and business performance.

Partner with Revenue Operations, Finance, Sales, and Technology teams to translate business needs into effective systems, workflows, and operational solutions.

Oversee the optimization of customer success and professional services platforms, ensuring operational requirements are prioritized and implemented effectively.

Establish and maintain operational cadences for forecasting, delivery health, pipeline management, and performance reporting to support strategic decision-making.

Improve financial processes, including project margin tracking, pricing governance, revenue recognition, and forecasting accuracy across service engagements.

Support service portfolio management, pricing strategies, and customer success program operations while driving continuous process improvement and operational efficiency.

Requirements

Proven experience leading Professional Services Operations, Customer Success Operations, or Revenue Operations within a SaaS environment.

Demonstrated success managing and developing high-performing remote teams across multiple operational functions.

Strong knowledge of Professional Services financial operations, including forecasting, utilization, margin tracking, pricing models, and revenue recognition.

Hands-on experience working with platforms such as Salesforce, Gainsight, and Professional Services management solutions.

Ability to lead cross-functional initiatives, influence stakeholders without direct authority, and drive operational alignment across business functions.

Strong analytical, organizational, and problem-solving skills with experience designing scalable operational processes.

Excellent communication and stakeholder management abilities, with a collaborative mindset and the ability to thrive in a fast-paced, evolving environment.

Benefits

Base salary ranging from $139,200 to $208,800 USD , depending on experience, location, and qualifications.

Comprehensive health, financial, and well-being benefits package.

Flexible paid time off to support work-life balance.

Equity compensation and Employee Stock Purchase Plan.

Growth and development funding to support continuous learning and career advancement.

Paid parental leave.

Home office support for remote work.

Access to employee resource groups that promote inclusion and community.

Fully remote work environment with opportunities to collaborate globally.

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