Central Operations Manager, Customer Operations

Description

We are seeking a driven and collaborative Central Operations Manager to join the newly established Customer (CCO) organization (Customer Success, Professional Services, CX, Tech & AI). This is a unique opportunity to be a founding member of the operations team, shaping and scaling post-sale go-to-market motions that drive customer value, revenue expansion, and long-term retention.

This is a highly cross-functional role for someone who thrives at the intersection of strategy, execution, and GTM enablement. You will bring structure to ambiguity, own critical operational frameworks, and partner closely with CS, Sales, Services, and CX leaders to scale end-to-end customer and commercial motions from onboarding through renewal and expansion.

About The Role

Operational Strategy, Planning & GTM Design

• Own and evolve core post-sale GTM planning motions, including book of business design, account segmentation, account rebalancing, capacity planning, and coverage models across Customer Success, Professional Services, Sales, and Tech Touch.
• Partner with CS, Professional Services, Sales, and CX leadership to define and operationalize service offerings, engagement models, and success motions that align to customer segments, revenue goals, and product strategy.
• Design scalable operational frameworks that support renewals, expansions, cross-sell, and attach motions, ensuring clear ownership and handoffs across teams.
• Support quarterly and annual planning cycles with a strong GTM lens, ensuring alignment on priorities, resourcing, customer coverage, and execution across post-sale and commercial teams (CRO counterparts).
  
  

• Collaborate closely with Customer Success, Professional Services, CX, Sales, Revenue Operations, Product, and Enablement to improve end-to-end customer and revenue workflows.
• Design, document, and continuously optimize processes that increase productivity and enable teams to execute consistent, repeatable GTM motions across the customer lifecycle.
• Lead cross-functional operational initiatives from definition through execution, owning timelines, deliverables, change management, and outcomes.
• Evaluate, implement, and optimize tools and systems (e.g., CRM, CS platforms, services tooling) to support customer engagement, service offerings, capacity management, retention and expansion forecasting.
• Partner with cross-functional Enablement teams to ensure GTM processes, plays, and tools are clearly documented, trained, and adopted across CCO teams.
  
  

• Build and maintain Salesforce dashboards and reporting to track core CCO and GTM KPIs, including customer health, adoption, renewals, services attach, expansion signals, and customer engagement.
• Identify and solve data, reporting, and process inefficiencies that impact customer experience, revenue outcomes, or GTM execution.
• Support all customer and commercial motions with operational frameworks that balance customer impact, revenue growth, and operational efficiency.
• Address field-level needs by assessing trends, surfacing insights, proposing solutions, and leading execution on high-impact operational projects.
• Serve as a trusted operational partner to CCO and GTM leadership, bringing clarity, structure, and recommendations to complex, cross-functional challenges.
  
  

• Bachelor’s degree in Business, Operations, Analytics, or a related field.
• 3+ years of experience in Customer Success Operations, Revenue Operations, GTM Operations, or Central Operations, ideally within a SaaS or technology company.
• Strong understanding of post-sale and commercial GTM motions, including customer segmentation, service models, onboarding, adoption, renewals, expansions, and services attach.
• Hands-on experience with planning and operational motions such as capacity modeling, account rebalancing, coverage design, and service packaging.
• Excellent collaboration and communication skills, with the ability to influence across CS, Sales, Services, CX, and leadership teams.
• Strong ownership mindset with proven project management and execution capabilities in cross-functional environments.
• Advanced analytical and reporting skills, with experience applying data hygiene, intelligence, and governance best practices to GTM decision-making.
• Familiarity with CRM and Customer Success tools (e.g., Salesforce, Gainsight, Totango, or similar).