Customer Operations Manager, venn

• 3+ years in Customer Operations, Implementation, or Project Management at a SaaS or tech-enabled service company
• Proven ability to manage complex projects and coordinate across multiple teams
• High attention to detail — especially with timelines, client data, and task handoffs
• Clear, professional communication skills (written and verbal)
• Experience configuring SaaS platforms and managing client-facing data or workflows
• A systems mindset — you enjoy improving processes as much as executing them

Desirable

• We’re looking for a sharp, resourceful Customer Operations Manager to manage the operational execution of customer rollouts and ensure smooth, scalable launches
• You’ll manage the behind-the-scenes infrastructure that powers our implementations, including rollout timelines, platform configuration, internal task routing, data tracking, and cross-functional coordination. You’ll also help keep our operational tooling in shape — ensuring nothing slips through the cracks as we grow
• This role is part implementation lead, part systems thinker, and part air traffic controller. You’ll work hand-in-hand with Sales, CS, Product, and Support to make sure customers go live quickly, accurately, and with a clear plan for success
• Own the full launch process from kickoff to go-live across both new and existing properties
• Manage project plans, track dependencies, and follow up on outstanding tasks across internal and client teams
• Handle data inputs and advanced configurations in the Venn platform (e.g., onboarding checklists, amenities, RentCafe and Yardi integrations, workflows, etc.)
• Assign and coordinate work across cross-functional teams (e.g., training, product support, integration follow-ups)
• Maintain and improve implementation tools, templates, and workbooks (e.g., onboarding workbooks, Hub tasks)
• Route internal tickets and requests to the right teams (product, support, integrations, etc.)
• Own the task manager and Hub configuration to ensure visibility and consistency across account activity
• Conduct data hygiene reviews to keep client information accurate and actionable
• Partner with CS to ensure ongoing client-facing activities (e.g., feature releases, training content, property transitions) are tracked and supported
• Support audits and rollout prep for key accounts like Bozzuto, Related, and GID
• Identify and eliminate bottlenecks in the onboarding and expansion process
• Propose operational upgrades and workflows that reduce manual work and improve speed-to-launch
• Help build a scalable operating model as Venn rolls out across larger enterprise accounts