CX Operations Lead: Post-Sales & Retention Growth

Painless; Austin (TX); Remote; USD 110,000 - 170,000; Full time

Benefits offered by this job

Medical benefits

401k match

Remote work reimbursement

Paid holidays

Professional development

Stock options

Life insurance

Disability coverage

Parental leave

Wellness stipend

Job summary

CertifID is seeking a Senior Revenue Operations professional to own onboarding, adoption, retention, and expansion after contract signing. You will design scalable workflows, health scoring, and dashboards to deliver a personal, high-touch experience at scale.

The role requires building playbooks, prioritizing automation with human touch, and partnering with Sales, Product, and Finance to inform roadmap and GTM decisions.

Qualifications

• 6+ years in Customer Success, Customer Experience, or Revenue Operations, including 2+ years in post-sales operations, strategy, or systems at a B2B SaaS or tech company.
• Proven track record of building onboarding, retention, or expansion programs at scale.
• Fluency with CS/CX tooling and turning data into dashboards using SQL, Excel/Sheets, or BI tools.

Responsibilities

• Own onboarding operating model across SMB to enterprise segments.
• Build scalable onboarding playbooks and automated workflows.
• Partner with Sales and Implementation to reduce friction at handoff and speed value.
• Define and operationalize health scoring, risk signals, renewal and expansion cadences.
• Own CX tech stack and dashboards for real-time leadership insights.
• Coach cross-functional teams on processes and data-driven decisions.

Skills

Post-sales ops

CX tooling

Analytics mindset

Cross-functional leadership

Education

Bachelor's degree in Marketing, Business, Economics, or related field

Tools

Gainsight

Vitally

ChurnZero

HubSpot

Salesforce

Zendesk/Intercom

Job description

CertifID is seeking a Senior Revenue Operations professional to own onboarding, adoption, retention, and expansion after contract signing. You will design scalable workflows, health scoring, and dashboards to deliver a personal, high-touch experience at scale.

The role requires building playbooks, prioritizing automation with human touch, and partnering with Sales, Product, and Finance to inform roadmap and GTM decisions.