Manager, Customer Engagement Operations

About the role

Zest AI is seeking a strategic partner to build and lead its Customer Engagement Operations function. Reporting to the Director of Revenue Operations, you will work closely with Customer Success leadership to protect and grow the customer base, using data‑driven insights to influence renewal strategy, churn risk, and team performance.

Key responsibilities

• Administer Planhat – configure the platform, maintain data hygiene, manage users, and drive continuous optimization.
• Design and evolve the customer engagement data infrastructure, defining direct and proxy success metrics.
• Develop next‑generation health scores that reliably predict risk and opportunity.
• Build and maintain executive dashboards for real‑time visibility into portfolio health, retention trends, and team performance.
• Define, document, and track CS KPIs, establishing reporting cadence and accountability.
• Create and manage an escalation framework to ensure fast resolution of at‑risk accounts.
• Develop playbooks for onboarding, EBR/QBR, renewal, expansion, and churn risk.
• Own end‑to‑end NPS and CSAT programs, including survey design, distribution, response management, and trend reporting.

Required profile

• Strategic mindset with strong business judgment.
• Experience partnering with Customer Success, Revenue Operations, Sales Ops, Marketing Ops, and Finance.
• Ability to translate complex data into actionable insights.
• Proven track record of building processes that improve customer health and retention.

Required skills

• Planhat administration and optimization.
• Dashboard creation and data visualization.
• Design of customer health scores and KPI frameworks.
• Experience with NPS and CSAT program management.