Customer Operations Manager

Summary

Join Venn, a fast-growing technology company, as a Customer Operations Manager to oversee the operational execution of customer rollouts. You will manage the infrastructure supporting implementations, including timelines, platform configuration, and cross-functional coordination. This role blends implementation leadership, systems thinking, and coordination, working closely with Sales, CS, Product, and Support teams. You will own the launch process, manage project plans, handle data inputs, and assign work across teams. Additionally, you will maintain and improve implementation tools, route internal requests, conduct data hygiene reviews, and support audits. Finally, you will identify and eliminate onboarding bottlenecks, propose operational upgrades, and help build a scalable operating model.

Requirements

• 3+ years in Customer Operations, Implementation, or Project Management at a SaaS or tech-enabled service company
• Proven ability to manage complex projects and coordinate across multiple teams
• High attention to detail — especially with timelines, client data, and task handoffs
• Clear, professional communication skills (written and verbal)
• Experience configuring SaaS platforms and managing client-facing data or workflows
• A systems mindset — you enjoy improving processes as much as executing them

Responsibilities

• Own the full launch process from kickoff to go-live across both new and existing properties
• Manage project plans, track dependencies, and follow up on outstanding tasks across internal and client teams
• Handle data inputs and advanced configurations in the Venn platform (e.g., onboarding checklists, amenities, RentCafe and Yardi integrations, workflows, etc.)
• Assign and coordinate work across cross-functional teams (e.g., training, product support, integration follow-ups)
• Maintain and improve implementation tools, templates, and workbooks (e.g., onboarding workbooks, Hub tasks)
• Route internal tickets and requests to the right teams (product, support, integrations, etc.)
• Own the task manager and Hub configuration to ensure visibility and consistency across account activity
• Conduct data hygiene reviews to keep client information accurate and actionable
• Partner with CS to ensure ongoing client-facing activities (e.g., feature releases, training content, property transitions) are tracked and supported
• Support audits and rollout prep for key accounts like Bozzuto, Related, and GID
• Identify and eliminate bottlenecks in the onboarding and expansion process
• Propose operational upgrades and workflows that reduce manual work and improve speed-to-launch
• Help build a scalable operating model as Venn rolls out across larger enterprise accounts

Preferred Qualifications

• Familiarity with the multifamily industry, Yardi, RentCafe, or proptech integrations
• Experience with project management tools like Monday.com, Asana, or HubSpot
• Comfort supporting customer-facing teams while owning internal operational execution