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Glean · 21 hours ago

Senior Manager, CX Operations

United States

Full-time

Remote

Senior Level

$200K/yr - $240K/yr

5+ years exp

Glean is a Work AI platform that enhances productivity through AI-driven solutions. The Senior Manager, CX Operations will oversee post-sales processes and data, ensuring that the Customer Experience teams operate effectively to deliver meaningful outcomes for customers.

Agentic AIArtificial Intelligence (AI)Enterprise SoftwareGenerative AIMachine LearningSearch Engine

Work & Life Balance

Responsibilities

Help build our post‑sales strategy, including defining core CX roles and responsibilities, driving segmentation and coverage decisions, and owning capacity planning

Shape the long‑term CX operating strategy by designing and maintaining the CX metrics backbone, including dashboards and reporting for key health, retention, and expansion metrics

Implement and run key post‑sales cadences such as renewals forecasting, capacity and coverage reviews, and churn‑risk and health reviews, delivering business reviews with data‑driven insights on customer outcomes and performance

Design and refine end‑to‑end CX workflows across onboarding, implementation, adoption, risk management, expansion, and renewal, clarifying ownership, handoffs, and SLAs across CX roles

Define and track leading indicators of customer health, adoption, and risk, surfacing clear alerts and views to CX leadership and frontline teams

Identify and execute opportunities for automation and capacity unlock, embedding AI‑first workflows into CX operations—including using Glean at Glean—to remove manual work and scale impact

Own the CX tooling stack for data and insights, partnering with RevOps, Systems, and CS leadership to ensure platforms are configured to support an efficient, insight‑driven customer journey

Be the voice of post‑sales in cross‑functional GTM and product decisions

Qualification

CX OperationsRevenue OperationsData AnalysisB2B SaaS ExperiencePost-Sales MetricsAutomationProcess ImprovementCustomer SuccessCross-Functional Collaboration

Required

5+ years of experience in CX Operations, Revenue Operations, or related GTM operations roles, ideally in B2B SaaS

Track record of building or materially improving CS systems and processes (health scoring, renewals forecasting, playbooks, segmentation) and demonstrating measurable impact on retention, expansion, or health

Strong understanding of key post-sales metrics and leading indicators

Experience operating in high-growth or startup environments where you've had to build structure in ambiguity