Job Details
- Position: CX Operations Manager (Americas)
- Department: Revenue Operations
- Work Mode: Hybrid (4 Days Onsite / 1 Day Remote)
- Compensation: OTE negotiable (85/15 split), with flexibility for the right profile
Job Description
Overview
We are seeking a highly analytical and process-driven CX Operations Manager (Americas) to support and optimize the operational execution of the Customer Success and Renewals organizations. This role will play a critical part in driving renewal performance, improving operational efficiency, and delivering data-driven insights that support predictable customer retention and expansion outcomes.
The ideal candidate will partner cross-functionally with Customer Success, Renewals, Sales, Finance, IT, and Operations teams to improve processes, enhance reporting capabilities, and ensure systems effectively support the end-to-end customer lifecycle.
This is an excellent opportunity for a professional with strong operational, analytical, and systems experience within a SaaS or technology-driven environment.
Key Responsibilities
- Analyze customer, renewal, and expansion data to identify risks, opportunities, trends, and actionable business insights.
- Support renewal execution by collaborating closely with Customer Success, Renewals, and Sales teams to ensure renewal targets are effectively planned, monitored, and achieved.
- Maintain, enhance, and optimize renewal forecasting processes, pipeline reporting, and operational dashboards for leadership and executive stakeholders.
- Identify and implement process improvements that increase renewal efficiency, reduce churn risk, and enhance the overall customer experience.
- Manage multiple operational initiatives simultaneously while driving projects to completion with minimal supervision.
- Partner cross-functionally with Finance, Sales Operations, IT, and other business units to align systems, processes, and data integrity.
- Provide operational support, guidance, and training for Customer Success and Renewals teams on Microsoft Dynamics CRM and ServiceNow platforms.
- Collaborate with IT teams to understand and enable adoption of new system capabilities, enhancements, and operational improvements.
- Support operational planning and reporting initiatives that contribute to customer retention and revenue growth objectives.
Required Qualifications
- 3–5 years of experience in:
- CX Operations
- Renewals Operations
- Sales Operations
- Business Analytics
- or a similar operational role within a SaaS or technology organization.
- Strong proficiency in:
- Microsoft Excel
- Microsoft PowerPoint
- Hands-on experience with:
- Microsoft Dynamics CRM
- ServiceNow
- particularly in support of customer success, renewals, or customer lifecycle workflows.
- Strong analytical and problem-solving skills with exceptional attention to detail.
- Experience building dashboards, reports, and visualizations using:
- Power BI
- or similar BI/reporting tools.
- Excellent written and verbal communication skills with the ability to tailor messaging for technical and non-technical stakeholders.
- Demonstrated ability to manage multiple priorities and work effectively in a fast-paced environment.
- Bachelor’s degree in Business, Analytics, Technology, or a related field (or equivalent practical experience).
Why Join Us
- Opportunity to work in a fast-paced and collaborative Revenue Operations environment.
- Exposure to cross-functional leadership and strategic operational initiatives.
- Ability to directly influence customer retention, operational excellence, and business growth.
- Competitive compensation package with performance-based incentives.
- Hybrid work environment offering flexibility and collaboration.
