CX Operations Manager

Cybercrime is rising, reaching record highs. According to the FBI's IC3 report total losses exceeded $16 billion. With investment fraud and BEC sams at the forefront, the message is clear: the real estate sector remains a lucrative target for cybercriminals. At CertifID, we take this threat seriously and provide a platform that verifies the identities of parties involved in transactions, authenticates wire transfer instructions, and detects potential fraud attempts.

Our technology is designed to mitigate risks and ensure that every transaction is conducted with confidence and peace of mind.
We are guided by core values and a world without wire fraud. Our team is committed to enhancing security and fighting fraud- where your work drives real, meaningful impact. We know we couldn’t take on this challenge without our incredible team and have been recognizes as one of the Best Startups to Work for in Austin, made the Inc. 5000 list, and won Best Culture by Purpose Jobs two years in a row.
Our core values define who we are and how we work:

• Guard The Customer:
  We exist to protect people, their money and their trust. We start with their problem and build secure solutions worthy of the responsibility.
• Raise The Bar:
  Growth is something we choose every day. We push ourselves to learn, improve, and do our best work.
• Influence Outcomes:
  Leadership is how you show up. We take ownership, act with urgency, and follow through.
• Teamwork Wins:
  Great work is a team effort. We show up for each other, communicate openly, and get better together.

About This Role
This role owns the operating engine behind everything that happens after the contract is signed: onboarding, adoption, retention, and expansion. You'll design the systems, workflows, and metrics that let a lean, high-touch team deliver a personal, white-glove experience at a scale that spreadsheets and tribal knowledge can no longer support.
You are the right fit if you've built or scaled post-sales operations at a high-growth tech company and know how to balance automation and self-service with the judgment calls that still need a human Segmentation, health scoring, playbooks, tooling, and reporting are your native language, and you're energized by making a fast-moving CX org measurably better every quarter.
What You Will Do

Onboarding Operations

• Own the end-to-end onboarding operating model — timelines, handoffs from Sales, milestones, and time-to-value targets — across segments from SMB to enterprise.
• Build scalable onboarding playbooks and automated workflows (in-app guidance, email/lifecycle sequences, templated implementation plans) that reduce manual lift without losing the human moments that matter most.
• Partner with Sales and Implementation to eliminate friction at handoff and shorten time-to-first-value.

Retention & Growth Motions

• Optimize and operationalize customer health scoring, risk signals, and early-warning triggers that route the right accounts to the right human intervention at the right time.
• Build the operating cadence for renewals, expansion, and advocacy motions (Q  frameworks, playbooks, escalation paths) in partnership with CS, Support, and Sales leadership.
• Identify and stand up lifecycle campaigns and self-serve resources that scale retention and growth across the long tail of the customer base.

Systems, Data & Process

• Own the CX tech stack in partnership with the GTM Technology Manager (CRM, CS platform, support/ticketing, BI/reporting) — evaluate, implement, and continuously improve tooling and integrations.
• Build the dashboards and reporting that give leadership a real-time view of GRR, NRR, churn/expansion, CSAT/NPS, onboarding velocity, and team capacity.
• Run regular process audits to find where scale is breaking the human experience, and fix root causes rather than symptoms.

Cross-Functional Leadership

• Partner with Product, Engineering, Sales, Marketing, and Finance to represent the voice of the post-sales customer in roadmap, packaging, and GTM decisions.
• Contribute to the annual operating plan for the function, including tooling budget and capacity/process planning as the customer base scales.
• Coach CX team members on process discipline and…