Senior Manager, Customer

Jobgether

2d•Remote

About The Position

In this role, you will lead the operational execution of a modern, data-driven customer experience strategy designed to maximize impact, efficiency, and long-term engagement. You will oversee multiple customer-facing teams while building scalable systems, workflows, and performance frameworks that elevate onboarding, engagement, and lifecycle management. Working in a highly collaborative and mission-driven environment, you will partner closely with cross-functional stakeholders to deliver measurable improvements in time-to-value, retention, and customer health. This role blends strategic thinking with hands-on execution, leveraging analytics, automation, and AI-driven tools to enhance productivity and consistency. You will champion structured operations, continuous improvement, and customer-centric design at scale. This is a high-impact leadership opportunity for a systems-minded operator passionate about driving meaningful outcomes.

Requirements

8 to 10+ years of experience in Customer Success, Customer Experience, Sales Operations, or related operational leadership roles.
Proven experience managing customer-facing teams and driving performance through structured systems and analytics.
Strong background in reporting, performance optimization, and data-driven decision-making.
Hands-on experience with customer success platforms such as Gainsight or similar tools.
Demonstrated ability to design scalable engagement models and operational workflows.
Experience leveraging AI, automation, and modern technology to improve operational efficiency.
Excellent cross-functional communication, collaboration, and stakeholder management skills.
Strong organizational, analytical, and problem-solving abilities.
Passion for mission-driven work and commitment to advancing health equity.

Responsibilities

Lead end-to-end execution of customer and partner lifecycle operations, including onboarding, engagement, success planning, and risk management.
Design and optimize scaled and high-touch engagement models to maximize efficiency, impact, and customer satisfaction.
Improve onboarding quality, time-to-value, and adoption through structured workflows, playbooks, and automation.
Oversee customer health monitoring, engagement consistency, and proactive risk mitigation to support strong retention outcomes.
Leverage AI and automation tools to streamline workflows, enhance insights, and boost team productivity.
Build and maintain reporting dashboards, performance metrics, and operational analytics to guide decision-making.
Lead optimization and adoption of customer success platforms, ensuring data accuracy, reporting rigor, and workflow effectiveness.
Partner cross-functionally with sales, product, marketing, clinical, and strategy teams to align execution and drive continuous improvement.
Manage, coach, and develop customer-facing team members, establishing strong performance standards, operating cadences, and enablement frameworks.

Benefits

Competitive annual salary of $154,823.50.
Fully remote work environment with flexible working hours.
Comprehensive medical, dental, and vision insurance for employees and families.
401k retirement plan, health savings accounts, and flexible spending accounts.
Paid parental leave for biological and adopted children.
Generous paid time off, including 15 PTO days, 9 wellness days, and 18 company holidays.
Half-day Fridays and extended mid-year and end-of-year breaks.
Paid sabbatical after four years and every four years thereafter.
Annual wellness budget and professional development allowance.
Disability coverage and access to exclusive employee discounts.