Customer Operations Manager

Summary

Join Fairmarkit as a Customer Operations Manager and play a pivotal role in scaling and optimizing post-sales customer engagement and revenue retention strategies. Partner with cross-functional teams to drive operational excellence, program execution, and actionable customer insights. Design, launch, and manage strategic customer operations initiatives, optimize the GTM tech stack, build and maintain performance dashboards, and identify process improvements. Collaborate with stakeholders to implement scalable solutions and establish SOPs. Act as an operational liaison between CS, Sales, and Product to ensure aligned metrics and workflows. This role requires 5+ years of experience in a related function at a high-growth B2B SaaS company and expertise with Salesforce, Looker, and other specified tools.

Requirements

• 5+ years in Customer Success Ops, Revenue/Business Operations, or a related function at a high-growth B2B SaaS company
• Proven success managing cross-functional programs with measurable impact
• Expert-level experience with Salesforce, Looker, and tools such as Salesloft, Marketo, UserGems, Rattle
• Strong analytical skills; fluency in Excel/Google Sheets and BI/reporting tools
• Comfortable operating in a remote, fast-paced, and collaborative environment
• Clear and concise communicator with the ability to influence stakeholders at all levels
• Detail-oriented and organized, with strong prioritization and time management skills

Responsibilities

• Design, launch, and manage strategic customer operations initiatives (e.g., lifecycle programs, health scoring models, expansion playbooks)
• Ensure programs are measurable and scalable across global teams
• Optimize GTM tech stack (Salesforce, Looker, Salesloft, UserGems, Rattle, Marketo, etc.) to improve customer workflows and team efficiency
• Identify automation opportunities to reduce manual effort and increase consistency
• Build and maintain dashboards to monitor team and customer performance
• Analyze trends to inform leadership decisions around retention, expansion, and customer health
• Identify inefficiencies across the post-sale journey; collaborate with stakeholders to implement scalable solutions
• Establish SOPs and drive adoption across Customer Success and cross-functional teams
• Collaborate with RevOps and Marketing on campaigns, onboarding flows, and expansion plays
• Support the execution and continuous improvement of key customer touchpoints
• Act as an operational liaison between CS, Sales, and Product to ensure aligned metrics and workflows
• Champion consistency in customer data, reporting, and engagement strategy

Preferred Qualifications

• Experience with AI-driven customer engagement or sales enablement technologies
• Familiarity with procurement, supply chain, or enterprise software environments

Benefits

• The annual compensation range for this position is between $90-120K and is dependent on years and depth of experience
• Remote work, flexible hours