Customer Experience Operations Manager

Entegrata; Northern (KY); Hybrid; USD 110,000 - 170,000; Full time

Benefits offered by this job

Competitive compensation

Medical/Dental/Vision insurance

401(k) with employer match

Unlimited PTO

Flexible remote work

Job summary

Entegrata in the United States is seeking a Customer Experience Operations Manager to design and run the CX function’s backbone. You own the tools, playbooks, metrics, and processes that let CXMs, Implementation, and Support scale without sacrificing quality.

This is a systems-and-process role: you instrument the CX org with data, build health dashboards, refine adoption and renewal operations, and partner with Finance on data integrity.

Qualifications

• 4+ years in customer success operations, revenue operations, or a related operations role at a SaaS company.
• Hands-on administration of a CRM platform and reporting tools. HubSpot experience preferred.
• Strong analytical skills: comfortable defining metrics and building dashboards.
• Track record designing scalable processes and playbooks in a high-growth environment.
• Excellent cross-functional coordination and communication.

Responsibilities

• Own the CX tooling stack (CRM, ticketing, and reporting) including configuration, integrations, and administration.
• Design and maintain playbooks, templates, and standard operating procedures across onboarding, adoption, support, and renewal.
• Build health scoring, dashboards, and reporting that give leadership a clear view of portfolio health and team performance.
• Refine and track CX metrics (adoption, time-to-value, retention, CSAT, response and resolution times) and drive improvement.
• Own renewal and expansion operations: forecasting hygiene, data accuracy, and process orchestration.
• Partner with other teams including Finance on customer data integrity and reporting.
• Identify process bottlenecks and lead continuous improvement initiatives across the CX function.

Skills

CRM administration

Dashboard design

Cross-functional coordination

Analytical thinking

Process improvement

Tools

HubSpot

SQL

BI tools

Job description

The Role

The Customer Experience Operations Manager builds the operational backbone of our CX function. You own the tools, playbooks, metrics, and processes that enable CXMs, Implementation, and Support scale without losing quality. This is a systems-and-process role: you design how the CX org runs, instrument it with data, and continuously improve it as we grow.

Key Responsibilities

• Own the CX tooling stack (CRM, ticketing, and reporting) including configuration, integrations, and administration.
• Design and maintain playbooks, templates, and standard operating procedures across onboarding, adoption, support, and renewal.
• Build health scoring, dashboards, and reporting that give leadership a clear view of portfolio health and team performance.
• Refine and track CX metrics (adoption, time-to-value, retention, CSAT, response and resolution times) and drive improvement.
• Own renewal and expansion operations: forecasting hygiene, data accuracy, and process orchestration.
• Partner with other teams including Finance on customer data integrity and reporting.
• Identify process bottlenecks and lead continuous improvement initiatives across the CX function.

What Success Looks Like: 30-60-90 Days

First 30 Days

• Audit the current CX tools, data, and processes; document the baseline and gaps.
• Establish the initial set of CX metrics and a single source of truth for portfolio health.

By 60 Days

• Ship your first standardized playbooks and reporting/dashboards used by the CX team.
• Stand up health scoring and a repeatable renewal and expansion operating cadence.

By 90 Days

• Deliver measurable improvement in at least one core metric (time-to-value or response time).
• Operate a documented, instrumented CX process that scales with headcount and customer growth.

Required Qualifications

• 4+ years in customer success operations, revenue operations, or a related operations role at a SaaS company.
• Hands-on administration of a CRM platform and reporting tools. HubSpot experience preferred.
• Strong analytical skills: comfortable defining metrics and building dashboards.
• Track record designing scalable processes and playbooks in a high-growth environment.
• Excellent cross-functional coordination and communication.

Preferred Qualifications

• Experience supporting enterprise or professional services customers.
• Familiarity with data platforms, integrations, or Microsoft Azure.
• SQL or BI tool proficiency.
• Early‑stage or startup operations experience.

Compensation and Benefits

Competitive salary, medical, dental, and vision insurance, 401(k) with employer match, unlimited PTO and company holidays, professional development support, and flexible remote work.

Entegrata is an equal opportunity employer. We celebrate diversity and are committed to building an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected characteristic.

If you're energized by fast-moving companies, love being the technical face of a growing platform, and want to build a function rather than join an existing one, we'd love to talk.