Operations Expert providing technical direction and guidance within Carelon Global Solutions at Elevance Health. Facilitating operational training and workflow support for associates across various departments.
About the role
- Sr. CX Operations Manager driving customer success operations for AI business planning platform. Collaborating with cross-functional teams to optimize customer experience and success metrics.
Responsibilities
- Partner with CS & PS leadership to define goals, forecast resource needs, refine segmentation, and design scalable customer engagement models aligned with company objectives.
- Design and refine the customer journey and associated workflows, playbooks, and engagement models that increase productivity and ensure the right balance of high-touch and tech-touch customer experience. Design and manage incentive compensation that optimizes customer outcomes.
- Innovate & manage the tech stack for customer success (e.g., primarily Vitally, Salesforce, and Pigment); evaluate, implement, and manage systems that support data-driven onboarding, adoption & health, renewals, and advocacy. Design & execute the CX's internal AI roadmap to increase efficiency & accelerate customer value.
- Develop KPIs, dashboards, and operational metrics that provide proactive & predictive visibility into CS forecast & performance, customer health, product utilization and churn/expansion trends.
- Drive collaboration between CS, Sales, Product, and Marketing to operationalize clear roles & responsibilities that enable seamless handoffs, actionable voice-of-customer insights, and value-driven expansion motions.
Requirements
- 5 to 8 years in Customer Success, Revenue Operations, or Business Operations in a SaaS or high-growth tech environment
- Proven experience designing and implementing CS systems, workflows, and success metrics in mature ($100M ARR) revenue organization
- Deep understanding of customer lifecycle management and CS platforms (e.g., Gainsight, Totango, Vitally)
- Strong analytical and strategic thinking skills; comfortable translating data into insights & action, and creating predictive forecast models
- Experience designing and implementing team & individual targets and incentive compensation plans
- Exceptional communication and stakeholder management abilities
- Comfortable in fast-paced, scaling environments with evolving priorities
- Experience supporting enterprise or B2B SaaS customer success teams
- Familiarity with customer segmentation, NRR models, and renewal/expansion forecasting
- Knowledge of SQL, BI tools, or scripting for operational analytics Pigment experience a MAJOR bonus!EPM industry experience
Benefits
- Competitive package
- Equity
- Healthcare
- Along with one company offsite every year, we have brand new offices at the heart of major cities including New York, Toronto, Paris, and London
- High-end equipment (based on stock/availability) to do your work in the best conditions.
- Hybrid remote policy
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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