Senior Manager, Customer Strategy & Operations

Details

As a Senior Manager, Customer Strategy & Operations, you will serve as a strategic and operational partner to the Senior Director of Customer Strategy & Operations. The role spans business intelligence, cross-organizational program execution, strategic planning, executive decision preparation, tooling and automation evaluation, and operational improvement within a technology and SaaS environment.

Responsibilities

• Drive high-priority, cross-functional initiatives across renewals, customer experience, detection and engineering, services, product, and partner priorities.
• Prepare executive decisions, frame trade-offs, solve cross-organizational problems, coordinate resources, track milestones, and escalate blockers.
• Drive the evaluation, decision-making, and implementation of tooling, automation, and AI in partnership with IT, Product, Engineering, and functional leaders.
• Own business analysis and intelligence, including metrics, OKRs, performance tracking, root-cause analysis, and executive follow-up.
• Lead strategic planning and quarterly project management for priority initiatives, aligning roadmaps, resources, and business outcomes.
• Own revenue allocation and margin-blending analysis for staff and non-staff resources to support investment and headcount decisions.
• Support initiatives spanning Services & Partners, Renewals & NRR, and Customer Intelligence & Communications.
• Synthesize feedback from field, channel, and customer stakeholders with key metrics to identify opportunities and required improvements.
• Support partnership strategy and go-to-market execution by evaluating partnerships, tracking prospective growth options, and coordinating activities aligned with product and services goals.
• Translate organizational initiatives into OKRs and KPIs, establish measurement frameworks, and maintain reporting cadences.
• Provide executive-level reporting on initiative progress, business impact, risks, and decisions required.
• Build and maintain the operating cadence for the Customer Strategy & Operations function, including executive updates, operating reviews, decision logs, and initiative tracking.
• Develop business cases, frameworks, and analyses that support leadership decision-making.
• Identify operational friction and recurring failure points across the customer experience organization and translate insights into process, tooling, or organizational improvements.

Requirements

• At least 7 years of experience in business operations, strategy, business intelligence, program management, management consulting, or a comparable role within a technology or SaaS company.
• Experience working closely with Services, Renewals, Sales, and Business Strategy organizations.
• Strong analytical and financial acumen, including experience building business cases, financial models, margin analyses, and data-driven recommendations.
• Demonstrated ability to lead cross-functional initiatives without direct authority, build alignment, track execution, and escalate effectively.
• Experience serving as a strategic partner to senior leaders, preparing executive decisions, framing trade-offs, and synthesizing complex operational data into recommendations.
• Knowledge of market research and data analysis techniques, with the ability to translate metrics into strategic insights.
• Excellent communication, interpersonal, influencing, collaboration, and problem-solving skills.
• Strong project management skills and the ability to prioritize tasks and meet deadlines in a fast-paced environment.
• Experience evaluating and implementing tooling, automation, or AI within customer-facing or operational organizations.
• Bachelor's degree or equivalent experience.

Benefits

• Restricted Stock Units and Employee Stock Purchase Plan.
• Flexible time off, paid company holidays, paid sick time, gender-neutral parental leave, and grandparent leave.
• Medical, dental, and vision coverage; 401(k) with company match; life and disability insurance; FSAs; voluntary benefits; Employee Assistance Program; prepaid legal; pet insurance; cancer care; and global business travel medical insurance.
• Home office allowance and mobile phone reimbursement.
• Wellness coach, wellness or gym reimbursement, fertility coverage, and adoption and surrogacy reimbursement.

This U.S. role has a location-dependent base pay range. The base salary range is $164,000–$226,000 USD.