Manager, Customer Experience Operations

🕒 April 6

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Tailscale

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2020

☁️ SaaS

🔐 Security

📡 Telecommunications

💰 $100M Series B on 2022-05

SaaS • Security • Telecommunications

Tailscale is a company that provides a modern VPN solution founded on WireGuard technology, simplifying networking by creating secure, software-defined networks that connect users, services, and devices with ease. By eliminating the complexities of legacy VPNs, Tailscale offers secure remote access, site-to-site networking, and multi-cloud networking, all while ensuring user-friendly, quick deployment without complex configurations. Recognized for enabling zero-trust environments and seamless workflows, Tailscale supports robust security features such as automated user onboarding, encryption, and access control lists (ACLs). This tool is particularly popular for both enterprise and personal use, praised for its integration capabilities and ease of use, making secure networking accessible anywhere, regardless of infrastructure.

📋 Description

• Run and Scale CS Operations • Own the operational rhythm of the Customer Experience organization: reporting cadences, QBRs, renewal forecasting, health scoring, capacity modeling, and tooling. • Design and implement the customer journey alongside Product, Marketing, and other cross-functional partners to ensure proper coverage of customer accounts. • Define and implement customer health scoring models that incorporate product usage, support signals, and engagement data to surface risk and opportunity proactively. • Implement automated workflows to process renewals and customer programs at scale. • Maintain data integrity across post-sales systems (Salesforce, CS Platform, BI tools) to ensure CS, CSE, and Support teams have reliable, actionable data. • Drive Strategy, Planning, and Segmentation • Partner with post-sales leadership to define customer segmentation, coverage models, and engagement strategies across CS, CSE, and Support Engineering. • Support annual and quarterly planning, including capacity modeling across all post-sales functions. • Align post-sales motions with company-level goals including NRR, GRR, product adoption, and support SLAs. • Drive Insights and Program Execution • Translate data signals into proactive recommendations, surfacing trends in customer health, churn risk, product adoption, and team performance for CS leadership. • Build and maintain dashboards and reporting across customer health and risk, support performance (SLAs, backlog, resolution time), product adoption and engagement, and retention and expansion metrics. • Receive feedback from CS, CSE, and Support teams to define and prioritize strategic projects and process improvements. • Own Cross-Functional Programs • Work cross-functionally with Revenue Operations, Finance, Product, and Marketing to support operational programs aligned to broader organizational strategy. • Improve handoffs between teams (Sales to CS to Support to Engineering) to ensure a seamless, consistent customer experience. • Identify tooling and process gaps and own the roadmap to close them, leveraging automation and AI to drive efficiency. • Enable the Post-Sales Team • Develop and operationalize lifecycle programs and playbooks across CS, CSE, and Support covering onboarding, success plans, risk mitigation, escalations, expansion, and renewals. • Act as the primary point of contact for post-sales tooling, including CS platform administration, Salesforce integrations, and BI reporting.

🎯 Requirements

• 5 to 8+ years of experience in Customer Success Operations, Revenue Operations, or a related GTM operations role, preferably in a high-growth B2B SaaS environment. • Proven experience designing and executing programs that scale, from ideation through implementation and measurement. • Experience supporting multi-functional post-sales teams (Customer Success, Customer Success Engineering, Support Engineering, Renewals, or Professional Services) is strongly preferred. • Track record of working cross-functionally and building trust with stakeholders across CS, Sales, Finance, and Product. • Experience with renewal operations and post-sales GTM motions including expansion and professional services. • Strong working knowledge of Salesforce (required) and a CS platform such as Gainsight, Planhat, or Totango. • Proficiency with BI and analytics tools such as Looker, with the ability to build reports and dashboards independently. • Familiarity with support tooling such as Jira Service Management. • Familiarity with SQL or BigQuery is a strong plus; data fluency is essential. • Familiarity with AI-driven tooling or workflow automation platforms to improve post-sales productivity and scale customer programs.

🏖️ Benefits

• An inclusive, flexible environment where you can be your authentic self. • A competitive total compensation package. • Comprehensive group benefits with no waiting period. • Remote first company. • Connect with other Tailscalars IRL. • Support for your personal and professional development. • Paid time off and a healthy work-life integration. • A build-your-own home office setup. • Generous parental leave program from your first day.