Sr. Business Operations Manager – Adoption Strategy & Execution
We are seeking a Sr. Business Operations Manager to drive customer adoption strategy, performance tracking, and operational excellence within a SaaS/Tech environment. This role partners closely with senior leadership to improve customer health, retention, and growth through data-driven insights and scalable processes.
Key Responsibilities
- Develop and track customer adoption strategies across portfolios in partnership with senior leaders.
- Use data, analytics, and AI-driven insights to identify at-risk customers and drive intervention plans.
- Build and manage dashboards, scorecards, and reporting to monitor adoption, engagement, and value realization.
- Drive cross-functional collaboration with Customer Success, Sales, and Product teams.
- Support headcount planning, capacity modeling, and resource allocation.
- Monitor key SaaS metrics including GRR, NPS, customer health, and adoption trends.
- Create executive-level insights, QBR materials, and strategic recommendations.
- Establish operational processes, playbooks, and governance frameworks to scale adoption efforts.
Required Qualifications (Must Have)
- 10+ years of experience in Business Operations, Sales Ops, Customer Success Ops, or Program Management within a SaaS/Tech company.
- Strong experience with forecasting, pipeline analysis, and headcount/capacity planning.
- Hands-on experience with data analysis (Excel or similar tools) and building actionable insights.
- Ability to partner with senior stakeholders (VP/Sr. Director level) and drive outcomes.
- Experience working in post-sales environments (Customer Success, renewals, or adoption).
- Strong communication skills with ability to dive into details and summarize for leadership.
- Proactive, solutions-oriented mindset with a positive attitude.
- Experience with AI/analytics tools for predictive modeling and workflow automation.
- Familiarity with SaaS metrics such as GRR, NPS, and customer health scoring.
- Experience in renewals, downsell risk management, or customer adoption strategies.
