Client Operations Manager

Location:

Remote or hybrid

Reports to:

Senior Director, Client Experience

The Client Experience Operations Manager is a hands‑on operator responsible for building and optimizing the systems, workflows, and reporting that power the CX organization. This role leads support operations, enables CX leadership with data and process clarity, and ensures clients receive fast, high‑quality resolution across every touchpoint.

We are a late‑stage, high‑growth startup. This environment requires speed, ownership, and the ability to build structure while operating inside it. This is not a purely strategic role. The ideal candidate is equally comfortable designing operational improvements and stepping into tickets when needed to maintain service levels.

Our CX organization is focused heavily on Gross Revenue Retention. This role plays a direct part in protecting and strengthening GRR by driving operational excellence, reducing friction, and ensuring consistent, high‑quality client support.

• Own and optimize CX tools and platforms, including ticketing systems, CRM, QA processes, and reporting dashboards.
• Design and maintain scalable workflows that improve response times, resolution quality, and client satisfaction.
• Identify inefficiencies and implement process improvements that reduce friction for both clients and internal teams.
• Maintain documentation, SOPs, and internal knowledge base resources to support consistency and training.

• Manage and coach Client Experience Support Specialists, depending on team structure and growth stage.
• Set clear performance expectations tied to SLAs, CSAT, and GRR impact.
• Review tickets for quality assurance and provide direct feedback and skill development.
• Support hiring, onboarding, and training of new support team members as needed.

• Lead CX operational projects from planning through execution, including system implementations, workflow redesign, and cross‑functional initiatives.
• Partner with Product and Engineering to streamline escalations, bug reporting, and release readiness.
• Participate in QA testing and ensure support readiness for new feature launches.

• Own CX reporting and provide leadership with clear insights into ticket trends, performance metrics, client health indicators, and operational risks.
• Translate data into actionable recommendations that improve operational efficiency and protect revenue.
• Support forecasting, capacity planning, and SLA management.

• Act as an escalation point for complex or high‑impact client issues.
• Step into frontline support when necessary to maintain service levels.
• Troubleshoot platform issues, integrations, and account configurations.
• Ensure detailed documentation in systems such as Jira and Hub Spot.
• Deliver support that directly contributes to strong Gross Revenue Retention and client satisfaction.

• 3 to 6 years of experience in customer support, client experience, or CX operations within a SaaS or technology environment.
• Experience managing or mentoring support team members.
• Strong operational mindset with experience building or improving workflows and systems.
• Proficiency with tools such as Jira, Hub Spot, or similar ticketing and CRM platforms.
• Comfortable analyzing support data and creating actionable reports for leadership.
• Strong troubleshooting and technical communication skills.
• Ability to thrive in a high‑growth, fast‑changing environment with evolving processes and priorities.

• Experience in the digital privacy, cybersecurity, data protection, or related industries is preferred but not required.
• Experience supporting complex B2B clients, enterprise accounts, or high‑touch service models.
• Familiarity with SaaS platforms and APIs.

This role is ideal for someone who has grown beyond frontline support and wants ownership over how support operates, but who still enjoys being close to the work. You are comfortable building structure in a scaling organization, holding a high‑performance bar, and tying operational decisions directly to revenue retention outcomes. At this compensation level, we are looking for a strong builder and executor who can grow with the company.

All work must be performed within the U.S. and Canada, even when working remotely. Candidates are expected to onboard in‑person at our Brentwood, TN headquarters.

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