Note: The job is a remote job and is open to candidates in USA. Outreach is a complete agentic AI platform for revenue teams, founded in 2014. The Manager, Customer Operations role focuses on owning post-sales operations and driving retention and growth for customers through effective process design and data analysis.
Responsibilities
- Process design - with an eye to efficiency; design new and adjust existing customer-centric processes and outcomes in support of continuous improvement
- Support organizational Change by rolling out new processes and systems and supervise adoption, both internally and externally to ensure consistency
- Analyze positive and negative trends utilizing data from customers, individuals and systems to provide data interpretation
- Leveraging data to identify gaps, assess goals and targets, produce gap analysis and promote process & design
- Use AI to drive retention and expansion. Design and run AI and agentic workflows, including Claude-based workflows, that catch churn risk early, spot expansion signals, and act on them
- Own the customer lifecycle programs across onboarding, adoption, renewal, and growth, and make them measurably better over time
- Run weekly renewal forecast cadence in partnership with CS leadership
- Build and support the digital and tech-touch strategy that drives adoption and engagement across the customers you cannot reach one to one
- Lead and grow a team, and communicate clearly from the top down, including executive correspondence
- Turn customer data into action through health scoring, early-warning signals, and the metrics that show what is working
- Partner with Customer Success, Product, and Revenue leadership to turn insight into pipeline
Skills
- 5+ years of experience in Customer Success or Account Management
- 5+ years of experience in Customer Operations, or Revenue Operations, with at least 2 years people leadership experience
- Real, hands-on experience putting AI or automation to work in a customer-facing context. You have shipped something, not just talked about it
- A builder's instinct for process and programs, backed by strong analytics and a habit of measuring impact
- Prior customer-facing experience with complex software, and fluency with tools like Salesforce and Outreach
- Excellent communication and the judgment to set priorities in a fast-moving environment
- Bachelor's degree or equivalent experience
Benefits
- Flexible time off
- 401k to help you save for the future
- Generous medical, dental, and vision coverage for full-time employees and their dependents
- A parental leave program that includes options for a paid night nurse, and a gradual return to work
- Infertility/ assisted reproductive services benefit
- Employee referral bonuses to encourage the addition of great new people to the team
- Snacks and beverages in the Office, along with fun events to celebrate
- Diversity and inclusion programs that promote employee resource groups like Outreach Women's Network, Latinx community, Outreach Black Connection, AAPI community, Pride/LGBTQIA+, Gender+, Disability Community, and Veterans/Military
Company Overview
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