Head of Customer Experience Operations

Head of Customer Experience Operations

What You Can Expect

The Head of CX Operations is a senior leadership role, responsible for defining and executing the operational strategy that supports the end-to-end post-sales customer lifecycle. This role builds scalable processes, systems, and governance to drive customer retention, renewals, expansion, and long-term value realization.

About the Team

The Customer Experience Operations team partners across Sales, Customer Success, Renewals, Services, Product, and Finance to ensure a seamless, scalable post-sales customer journey. The team focuses on building the processes, systems, and insights that enable customer-facing teams to drive retention, expansion, and long-term value. By combining operational rigor with a customer-first mindset, the team helps align customer outcomes with business growth.

Responsibilities

• Leading the design and operationalization of strategies that improve customer retention, reduce churn, and increase lifetime value.
• Partnering with Sales, Customer Success, Renewals, and Services to align post-sales motions and ensure seamless customer handoffs.
• Developing data-driven frameworks to assess customer health, identify risk, and prioritize proactive engagement across the lifecycle.
• Designing and maintaining metrics, dashboards, and reporting to measure CX effectiveness, retention, renewals, and expansion performance.
• Defining and implement standardized operating processes for customer-facing teams, including onboarding, success planning, QBRs, renewal management, and service delivery checkpoints.
• Defining and operationalize KPIs such as Net Revenue Retention, Gross Retention, Time-to-Value, NPS, and CSAT.
• Partnering with Finance, HR, and Operations teams to implement compensation tracking and performance accountability across Customer Success, Renewals, and Services functions.
• Serving as the primary operational liaison between Sales, Customer Success, Product, Finance, and other Go To Market functions.

• Have Hands-on experience with enterprise CX tech stack (Gainsight, Salesforce, Totango, Zendesk, etc.), data visualization tools, and automation/AI platforms.
• 15+ years of experience in Customer Success Operations, Sales Operations, or Go To Market Operations.
• Have a minimum of 5+ years in a senior leadership role with enterprise-level scope and cross-functional responsibility.
• Demonstrate success driving retention, renewals, and expansion in a SaaS or subscription-based business model.
• Have an undergraduate obtained required at a minimum