Senior Manager, CX Services Operations

You will lead and develop operations professionals supporting Professional Services and Customer Success Management & Advocacy / Success Tiers. You will own and improve forecasting, resource management, financial operations, reporting, service portfolio processes, and delivery operations. You will partner with Revenue Technology, Revenue Strategy & Operations, Finance, Sales, and Revenue Analytics to turn operational needs into effective systems, processes, and data solutions. You will establish operating cadences, resolve escalated issues, support capacity and coverage planning, and maintain compliance across engagement structures.

Responsibilities

• Lead, manage, and develop operations professionals across Professional Services Operations and CSMA / Success Tiers Operations
• Represent and prioritize CX Services operational requirements for systems including Gainsight, Salesforce, and project management platforms
• Build cross-functional partnerships to operationalize go-to-market initiatives and resolve escalated operational issues
• Establish forecast reviews, delivery health reporting, and pipeline hygiene cadences
• Deliver reporting and data views connecting team performance to business outcomes
• Lead Professional Services financial operations, including margin tracking, rate card management, and revenue recognition compliance
• Improve bookings and revenue forecasting processes and build a connected pipeline-to-delivery view
• Support service catalog governance, pricing and packaging, and fixed-fee structures
• Operationalize Success Tiers delivery through capacity planning, coverage model design, and performance tracking

Requirements

• Progressive experience across Professional or CX Services operations with direct ownership of outcomes
• People management experience, including developing and retaining a distributed team in a fast-paced SaaS environment
• Fluency with Gainsight, Salesforce, and Professional Services project management platforms such as Kantata
• Working knowledge of Professional Services financial operations, margin tracking, rate card structures, and revenue recognition
• Ability to lead cross-functional initiatives, influence without direct authority, and translate business questions into process, reporting, or systems solutions
• Experience building and improving foundational operational processes in a scaling environment

Benefits

• Benefits supporting health, finances, and well-being
• Flexible Paid Time Off
• Team Member Resource Groups
• Equity compensation
• Employee Stock Purchase Plan
• Growth and Development Fund
• Parental leave
• Home office support