Manager of Customer Experience Operations, Tailscale

• 5 to 8+ years of experience in Customer Success Operations, Revenue Operations, or a related GTM operations role, preferably in a high-growth B2B SaaS environment
• Proven experience designing and executing programs that scale, from ideation through implementation and measurement
• Experience supporting multi-functional post-sales teams (Customer Success, Customer Success Engineering, Support Engineering, Renewals, or Professional Services) is strongly preferred
• Track record of working cross-functionally and building trust with stakeholders across CS, Sales, Finance, and Product
• Experience with renewal operations and post-sales GTM motions including expansion and professional services
• Strong working knowledge of Salesforce (required) and a CS platform such as Gainsight, Planhat, or Totango
• Proficiency with BI and analytics tools such as Looker, with the ability to build reports and dashboards independently
• Familiarity with support tooling such as Jira Service Management
• Familiarity with SQL or BigQuery is a strong plus; data fluency is essential
• Familiarity with AI-driven tooling or workflow automation platforms to improve post-sales productivity and scale customer programs
• Systems thinker who can connect workflows across CS, CSE, Support, and Revenue teams
• Strong analytical skills with the ability to build and interpret complex data, identify the key insights, and communicate them clearly to any audience
• Customer-first orientation with a genuine passion for improving the post-sales experience through better process and tooling
• Proven ability to lead strategic initiatives while executing hands-on in a fast-paced, evolving environment
• Highly collaborative with strong stakeholder management skills and the ability to influence without authority
• Comfortable operating in ambiguity and building from scratch as the organization grows
• Excellent written and verbal communication skills with the ability to manage multiple workstreams simultaneously
• Frequently cited statistics show that people who identify with historically marginalized groups are likely to apply to jobs only if they meet 100% of the qualifications. We encourage you to help us break that statistic!

Desirable

• We are looking for a high-impact Customer Experience Operations Manager to join our Revenue Operations team
• This is a critical, cross-functional role that sits at the intersection of strategy, data, and execution, supporting our global post-sales organization, including Customer Success, Customer Success Engineering, and Support Engineering, to operate at scale and deliver exceptional customer outcomes
• You'll partner closely with CS leadership, Revenue Operations, Finance, and Product to design and run the operational systems, processes, and insights that drive retention, expansion, and customer health across our portfolio
• You'll shape how our post-sales teams operate, influence strategic decisions, and directly impact our ability to deliver world-class customer experiences
• If you're energized by building scalable programs, turning messy data into clear insights, and being the operational backbone of a high-growth team, this role is for you
• Own the operational rhythm of the Customer Experience organization: reporting cadences, QBRs, renewal forecasting, health scoring, capacity modeling, and tooling
• Design and implement the customer journey alongside Product, Marketing, and other cross-functional partners to ensure proper coverage of customer accounts
• Define and implement customer health scoring models that incorporate product usage, support signals, and engagement data to surface risk and opportunity proactively
• Implement automated workflows to process renewals and customer programs at scale
• Maintain data integrity across post-sales systems (Salesforce, CS Platform, BI tools) to ensure CS, CSE, and Support teams have reliable, actionable data
• Partner with post-sales leadership to define customer segmentation, coverage models, and engagement strategies across CS, CSE, and Support Engineering
• Support annual and quarterly planning, including capacity modeling across all post-sales functions
• Align post-sales motions with company-level goals including NRR, GRR, product adoption, and support SLAs
• Translate data signals into proactive recommendations, surfacing trends in customer health, churn risk, product adoption, and team performance for CS leadership
• Build and maintain dashboards and reporting across customer health and risk, support performance (SLAs, backlog, resolution time), product adoption and engagement, and retention and expansion metrics
• Receive feedback from CS, CSE, and Support teams to define and prioritize strategic projects and process improvements
• Work cross-functionally with Revenue Operations, Finance, Product, and Marketing to support operational programs aligned to broader organizational strategy
• Improve handoffs between teams (Sales to CS to Support to Engineering) to ensure a seamless, consistent customer experience
• Identify tooling and process gaps and own the roadmap to close them, leveraging automation and AI to drive efficiency
• Develop and operationalize lifecycle programs and playbooks across CS, CSE, and Support covering onboarding, success plans, risk mitigation, escalations, expansion, and renewals
• Act as the primary point of contact for post-sales tooling, including CS platform administration, Salesforce integrations, and BI reporting
• What Success Looks like:
• A unified, seamless experience across CS, Customer Success Engineering, and Support Engineering, with clear ownership and consistent handoffs at every stage
• Customer segmentation and coverage models that are well-defined, actively maintained, and aligned to company growth goals
• Scalable systems and processes that measurably improve team efficiency and reduce manual work across post-sales functions
• Leadership has clear, real-time visibility into customer health, risk, support performance, and expansion opportunity
• Measurable improvements in Net Revenue Retention (NRR) and Gross Revenue Retention (GRR)
• Improved customer satisfaction as reflected in CSAT and NPS scores
• Faster time-to-resolution and stronger support SLA performance across Support Engineering
• Strong cross-functional alignment between post-sales, Product, and Sales that accelerates both retention and expansion