Cx Operations Manager

Summary

Join AgencyAnalytics as a Customer Experience Operations Manager and play a key role in optimizing the operational excellence of our Customer Success and Support teams. You will own the operational backbone, ensuring these teams are equipped to deliver exceptional customer outcomes. This role blends strategic thinking, operational execution, and proactive problem-solving to refine onboarding, drive expansion, and reduce churn. You will collaborate cross-functionally, leverage data, and scale customer success operations for maximum impact. The ideal candidate is a seasoned CX Operations professional with a strategic mindset, strong analytical skills, and experience with HubSpot, Intercom, and ClickUp. This position offers the opportunity to make a significant contribution to a leading B2B SaaS company.

Requirements

• 3+ years in CX Operations or Revenue Operations
• You have hands-on admin experience with HubSpot, Intercom, and ClickUp
• You’re a proactive self-starter who takes ownership of your success
• You are a strategy thinker who can demonstrate the ability to see the bigger picture, anticipate challenges, and align processes with business goals
• You can think critically about complex problems and have a proven track record of analyzing and designing practical, scalable solutions
• You have strong analytical skills and experience creating reports and dashboards to guide decision-making
• You have an exceptional ability to work cross-functionally and influence stakeholders across teams

Responsibilities

• Manage day-to-day operations for our Customer Success and Support teams
• Lead efforts to refine and scale customer onboarding, retention and growth, focusing on improving metrics like Churn Rate, NRR, NPS, CSAT, and TTV
• Develop and maintain predictive measures to identify churn risks and expansion opportunities using customer behaviour and in-app data
• Design and implement workflows that reduce inefficiencies and enhance team productivity
• Partner with Data and Insights, Sales and Marketing Ops, Customer Success and Support to ensure alignment and operational consistency
• Deliver actionable insights through reports and dashboards
• Anticipate operational challenges and design solutions to mitigate risks before they arise
• Continuously evaluate the customer journey to identify areas of over/under-investment and propose impactful changes

Preferred Qualifications

You are familiar with revenue architecture frameworks such as SPICED and the Bowtie Model or CS frameworks such as REACH