CX Operations Lead: Scale Onboarding and Retention

CertifID; Grand Rapids (MN); Hybrid; USD 90,000 - 140,000; Full time

Benefits offered by this job

Competitive salaries

Medical benefits

401k with company match

Remote work reimbursement

Professional development

Job summary

CertifID is hiring a Senior Customer Success/Revenue Operations leader to own onboarding, adoption, retention and expansion. You will design scalable, automated workflows and playbooks, balancing automation with personal touches.

The role partners with Sales, Implementation, Product and Engineering to improve the customer journey and maximize long-term value. You will build health scoring, renewal cadences, and dashboards, driving a data-driven CX program across SMB to enterprise segments.

Qualifications

• 6+ years in Customer Success, Customer Experience, or Revenue Operations
• Track record of building onboarding, retention, or expansion programs
• Fluency with CS/CX tooling and turning data into dashboards
• Strong analytical instincts and data-driven decision making
• Ability to design for scale without losing personal touch
• Excellent cross-functional communication and project management
• Bachelor’s degree in Marketing, Business, Economics, or related field

Responsibilities

• Own the onboarding operating model from SMB to enterprise, including timelines and milestones
• Build scalable onboarding playbooks and automated workflows
• Partner with Sales and Implementation to reduce handoff friction
• Lead customer health scoring, risk signals, and early-warning triggers
• Design renewal, expansion and advocacy cadences with CS, Support and Sales
• Own CX tech stack and dashboards for real-time leadership visibility
• Run process audits to fix root causes and scale the human experience
• Collaborate with Product, Engineering, Sales, Marketing and Finance on roadmap and GTM decisions
• Coach CX team on process discipline and data-driven decision-making

Skills

Customer Success

Revenue Operations

Post-sales strategy

Data analysis

SQL

BI tools

Cross-functional collaboration

Education

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

Tools

Gainsight

Vitally

ChurnZero

HubSpot

Salesforce

Zendesk/Intercom

Job description

CertifID is hiring a Senior Customer Success/Revenue Operations leader to own onboarding, adoption, retention and expansion. You will design scalable, automated workflows and playbooks, balancing automation with personal touches.

The role partners with Sales, Implementation, Product and Engineering to improve the customer journey and maximize long-term value. You will build health scoring, renewal cadences, and dashboards, driving a data-driven CX program across SMB to enterprise segments.