Customer Journey Operations Manager

Pre Veil is a fast-growing tech company transforming secure communication and compliance for the modern enterprise. Our encrypted email and file sharing platform makes end-to-end encryption easy to use, and has been named PC Magazine's Best Encrypted Email and File Sharing Solution five years running.

Trusted by more than 3,000 defense contractors, Pre Veil has become the gold standard for protecting sensitive information and achieving compliance efficiently. We're profitable, growing 100% year-over-year, and building for the long term.

Pre Veil is hiring a Manager, Customer Journey Operations to own the end-to-end processes and systems that power our AI-forward, high-volume Customer Success, Preferred Partner, and Technical Support organization.

This is an individual contributor role for a builder who thinks in scalable processes and systems. You will stand up new workflows and tools, drive them across teams, and iterate on them over time, so every customer moves through their journey with efficiency and visibility.

It is also an inherently cross-functional role. You will serve as the operational backbone of the Customer Journey team, partnering closely with Revenue/AI Ops, Product Marketing, Product Management, Sales and, Customer Success, Technical Support, and the Preferred Partner team.

End-to-End Customer Journey Processes: Drive best-in-class, AI-enabled processes across the Customer Success, Preferred Partner and Technical Support teams. Work with Customer Journey leadership and key stakeholders (Product Management, Product Marketing, Sales and Revenue/AI Ops) to define and implement process improvements. Own the customer journey map and flow charts generated by those improvements.

Customer Success Operations: Implement and manage a next-generation CS platform that moves the team from a reactive approach to AI-enabled outreach, with systematic health scoring and defined playbooks. Drive the processes and reporting that provide centralized visibility and accountability by CSM, surface insights that improve our key operational metrics, and monitor process adherence. Optimize and manage Intercom, our customer success service desk.

Work closely with Product Marketing, Rev Ops and the CS team to measure and continuously improve AI effectiveness.

Technical Support Operations: Implement and manage a cloud-based IT service desk, AI-enabled and with visibility into customer data. Partner with CS, Technical Support and Rev Ops to improve visibility into customer issues, resolution status, and escalations. Drive improved processes and centralized visibility and accountability of operational metrics by team member. Work closely with the Support Product Marketing and Rev Ops to measure and continuously improve AI effectiveness.

Process Adoption: Support Customer Journey leadership in driving adoption of new tools and processes. Ensure each process is supported by clear documentation, training, and an effective date; monitor adherence and raise gaps;
Help leadership coach and hold the team accountable so prescribed processes become standard practice.

Reporting and Forecasting: Own reporting for Customer Success, Support and Preferred Partners, including translating complex data into root causes and actions for leadership.

Revenue Ops Partnership: Partner effectively with Revenue Ops to ensure all handoffs flow seamlessly from Sales and Marketing and alignment around overall AI strategy and tooling. Revenue Ops owns Hub Spot, Salesforce, product adoption support, the context lake that powers our Claude agent, AI Governance across the GTM workflows. You own the CS platform, Intercom/Fin, the IT service desk and their related workflows and in-system AI adoption and effectiveness.

When…