Senior Manager, Customer

Jobgether

3d • Remote

About The Position

This role is a senior operational leadership position responsible for delivering an exceptional customer and partner experience at scale. You will lead and optimize customer lifecycle operations, ensuring smooth onboarding, consistent engagement, and data-driven success management. The position blends operational rigor with analytics, AI, and process optimization, providing opportunities to improve efficiency, adoption, and measurable customer outcomes. You will manage a team of managers and individual contributors, supporting cross-functional alignment with Sales, Product, and Strategy. This role is highly collaborative and systems-focused, allowing you to translate complex workflows and signals into actionable insights. You will directly influence customer satisfaction, retention, and operational excellence in a mission-driven environment committed to equitable access and impact.

Requirements

• 8–10+ years of experience in Customer Success, Customer Experience, Sales Operations, or related operational roles
• Proven experience managing teams of individual contributors and managers
• Strong background in analytics, reporting, and operational performance improvement
• Experience with CX platforms such as Gainsight or equivalent
• Demonstrated ability to design and operationalize scalable workflows, engagement models, and structured processes
• Experience leveraging AI or automation tools to improve efficiency and consistency
• Excellent cross-functional collaboration, communication, and stakeholder management skills
• Alignment with a mission-driven approach, preferably in healthcare, SaaS, or nonprofit environments

Responsibilities

• Operationalize customer and partner lifecycle standards across onboarding, engagement, success planning, and risk management
• Build scalable engagement models and workflows that balance high-touch support with automated, data-driven processes
• Lead adoption and optimization of CX platforms, dashboards, and reporting infrastructure to track health, productivity, and engagement
• Analyze engagement, retention, and health trends to identify operational improvement opportunities
• Partner with internal stakeholders to ensure seamless handoffs, alignment, and enablement across Sales, Product, and Strategy
• Manage customer-facing managers and individual contributors, fostering accountability, systems thinking, and performance improvement
• Drive continuous enhancements to onboarding quality, time to value, customer health metrics, and operational efficiency

Benefits

• Competitive salary of $154,823.50 per year, with equal pay philosophy for same-level roles
• Flexible work hours and fully remote team environment
• Paid parental leave and generous time-off policy, including 15 PTO days, 9 wellness days, half-day Fridays, and sabbatical every 4 years
• Medical, dental, and vision insurance for employees and families, with HSA/FSA options
• 401(k) retirement plan, short- and long-term disability coverage
• Annual wellness budget and professional development funds for courses, books, and learning opportunities
• Volunteerism opportunities and support for community engagement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed