Senior CS Ops Lead for AI-Powered Platform

Luxurypresence; Austin (TX); On-site; USD 140,000 - 180,000; Full time

Job summary

Luxury Presence is seeking a Senior Manager of CS Operations to own Scout, our CS platform, and drive operational improvements across Customer Success, CX, Support, Onboarding, and Product Fulfillment. You will manage cross-functional programs, build scalable processes, and deliver data-informed insights to grow gross revenue retention.

You will report to the Director of CS Operations and work with autonomy, scoping initiatives, aligning stakeholders, and delivering outcomes that impact client

Qualifications

• 5+ years in CS Operations, Revenue Operations, or similar in a SaaS/tech company.
• Strong project management skills with a track record of driving complex, cross-functional initiatives from start to finish.
• Systems thinking and process design: you see the full picture and build scalable solutions.
• Analytical mindset: comfortable building dashboards, KPIs, and using data to inform decisions.
• Cross-functional stakeholder management: influence and align leaders across teams.
• Product management mindset: think in terms of users, outcomes, iteration.
• AI fluency: actively use AI tools and identify automation leverage.
• Driven and execution-focused: move fast, close loops, and stay accountable.
• Intellectually curious: ask why, dig into root causes, and continuously improve.
• Hands-on experience with Salesforce and other CS/GTM tools

Responsibilities

• Own product management of Scout (CSM Cockpit and Client Activation): roadmap, stakeholder alignment, sprint execution, and iteration
• Drive the CS Ops project backlog focused on post-launch operations, delivering projects independently with minimal direction
• Design and implement processes, workflows, and systems that improve operational efficiency across the post-sales surface
• Partner with CS, CX, Support, Onboarding, and Product Fulfillment leaders to identify and solve operational problems
• Build dashboards, reports, and operational insights that drive data-informed decisions
• Contribute to increasing the book size CS MS can manage while maintaining CSAT and eNPS
• Leverage AI tools and automation to multiply team capacity and reduce manual work
• Support change management and adoption for new processes and tools across CS

Skills

CS Operations

Project management

Systems thinking

Analytics & dashboards

Cross-functional influence

Product mindset

AI fluency

Execution & accountability

Curiosity & problem-solving

Salesforce & CS tools

Education

Bachelor's degree or equivalent

Tools

Salesforce

Job description

Luxury Presence is seeking a Senior Manager of CS Operations to own Scout, our CS platform, and drive operational improvements across Customer Success, CX, Support, Onboarding, and Product Fulfillment. You will manage cross-functional programs, build scalable processes, and deliver data-informed insights to grow gross revenue retention.

You will report to the Director of CS Operations and work with autonomy, scoping initiatives, aligning stakeholders, and delivering outcomes that impact client