Manager, Customer Operations

About the role

Outreach is looking for a Manager, Customer Operations to own post‑sales operations and drive retention and growth for existing and new customers. You will oversee the entire customer lifecycle—from onboarding to adoption, renewal, and expansion—while providing clear renewal forecasting for the business.

Key responsibilities

• Design, implement, and continuously improve customer‑centric processes that increase efficiency and adoption.
• Lead the creation and execution of AI‑driven workflows (including Claude‑based workflows) to detect churn risk early and surface expansion signals.
• Own weekly renewal forecast cadence in partnership with Customer Success leadership.
• Build and support a digital, tech‑touch strategy to engage customers at scale.
• Analyze trends using customer and system data to produce gap analyses and actionable insights.
• Lead, develop, and communicate with a team, including executive correspondence.

Required profile

• Proven experience leading a team in a customer‑facing operations environment.
• Strong background in managing the customer lifecycle (onboarding, adoption, renewal, expansion).
• Ability to translate data into actionable health scores, early‑warning signals, and performance metrics.
• Experience partnering with Customer Success, Product, and Revenue leadership.

Required skills

What we offer

• Opportunity to shape AI‑enabled processes at a fast‑growing revenue‑tech company.
• Flexible work arrangements with remote options within the United States.
• Collaboration with leading enterprise customers such as Databricks, SAP, Siemens, and Verizon.