Uniphore · 1 day ago
Sr. Manager Customer Success Operations
Palo Alto, CA
Full-time
Hybrid
Senior Level, Lead/Staff
$154K/yr - $212K/yr
8+ years expUniphore is a leading B2B AI-native company focused on enhancing customer experiences through innovative technology. As the Senior Manager of Customer Success Operations, you will drive strategic initiatives to improve customer value and operational efficiency, working closely with the Customer Success Leadership team.
Artificial Intelligence (AI)Computer VisionEnterprise SoftwareGenerative AIMachine Learning
Responsibilities
Serve as strategic advisor to CX Leadership on end-to-end service model design and planning. Develop analyses and recommendations that inform strategic decisions
Define a best-in-class CX enterprise operating model across onboarding, implementation, value realization, continuous improvement, & renewals that ensures ARR renewal rates > 90%
Drive standardization across regions to a common post sale CX operating model while supporting localization to different countries and cultures. Automate and embed those CX activities and tasks in tools / processes that improve efficiency
Lead through influence and partner across Customer Success, RevOps, Finance, & Sales to get things done together
Guide CX renewal forecast and capacity model, delivering headcount and staffing recommendations
Drive the Net Promoter Survey process and customer health cores to identify early indicators of renewal risks
Support and lead workforce management decisioning. Design and optimize staffing plans, scheduling and resource allocation to maximize efficiency and customer experience
Design and implement processes at scale, including tiering and routing strategies, escalation pathways, and global operating procedures. Support AI, automation and tech stack strategy
Design and drive global operating cadences including KPI reviews that surface risks, trends and opportunities. Execute performance analyses that diagnose root causes and develop recommendations. Partner with GTM systems and analytics team to develop new dashboards and insights
Collaborate with the Enablement function to streamline and compress CX time to new hire onboarding; ensuring success team members can add value quickly to their assigned accounts
Guide development of new paid service offerings including pricing, packaging and margin strategy. Ensure success from design through to launch and ROI measurement
Qualification
Required
8-10+ years in CX Strategy and Customer Operations at the Enterprise / G2000 level both directly with enterprise clients and through global systems integrators and large regional resellers
Experience working across all regions (AMER, Europe, Middle East, & Asia)
Passion for and applied experience in Customer Success teams
Proven expertise with Excel/Salesforce and building capacity models
Analytical skills with the ability to translate data into strategic recommendations
Executive presence and the ability to communicate and influence across audiences and levels (e.g. C-Suite, CX, Sales, & Finance)
Systems-oriented thinker who optimizes processes and builds frameworks for scale
High ownership mentality, with proven experience tackling ambiguous problems, remaining adaptable and working through complex initiatives across teams
Experience with AI and digital tooling, or strong willingness to learn
BA/BS required; advanced degree preferred
Preferred
Experience with statistical methods, SQL, Tableau, Python and/or other advanced analytics and BI/Dashboarding
Experience as an admin for tools like DevRev, PlanHat, Totango/Catalyst, or other customer success platforms
Benefits
Annual incentive opportunity based on target achievement
Pre-IPO stock options
Benefits including medical, dental, vision, 401(k) with a match
Generous paid time off
Paid holidays
Paid day off for your birthday
Other paid leave policies to support employees through all phases of life
Company
Uniphore
Uniphore is a business-software company that provides a secure AI platform that deploys agentic AI across every enterprise function.
501-1000 employees
H1B Sponsorship
Uniphore has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (6)
2024 (5)
2023 (5)
2022 (11)
Funding
Current Stage
Late StageTotal Funding
$880.88MKey Investors
New Enterprise AssociatesSorenson CapitalMarch Capital
2025-10-22Series F· $260M
2022-01-28Series E· $400M
2021-03-26Series D· $140M
Leadership Team
Ravi Saraogi
Co-Founder and President (APAC)
Balaji Raghavan
Chief Technology Officer
Recent News
2025-12-28
thesaasnews.com
2025-11-15
Company data provided by crunchbase