Sr. Mgr CX Operations

Senior Manager Customer Success Operations

Uniphore is one of the largest B2B AI-native companies that drives business outcomes across multiple industry verticals and enables the largest global deployments.

As the Rev Ops partner to the CX org, you will work closely with our Customer Success Leadership team to lead initiatives that accelerate customer value, own business critical operations, and identify opportunities to improve gross dollar retention / net promoter scores.

You will guide and improve success renewals forecasts and capacity models, lead workforce management strategy, and support AI, automation and tooling investments. You will also own the KPI / metrics for the CX organization.

• Serve as strategic advisor to CX Leadership on end-to-end service model design and planning. Develop analyses and recommendations that inform strategic decisions.
• Define a best-in-class CX enterprise operating model across onboarding, implementation, value realization, continuous improvement, & renewals that ensures ARR renewal rates > 95%.
• Drive standardization across regions to a common post‑sale CX operating model while supporting localization to different countries and cultures.
• Automate and embed CX activities and tasks in tools/processes that improve efficiency.
• Lead through influence and partner across Customer Success, Rev Ops, Finance, & Sales to get things done together.
• Guide CX renewal forecast and capacity model, delivering headcount and staffing recommendations.
• Drive the Net Promoter Survey process and customer health cores to identify early indicators of renewal risks.
• Support and lead workforce management decision‑making. Design and optimize staffing plans, scheduling, and resource allocation to maximize efficiency and customer experience.
• Design and implement processes at scale, including tiering and routing strategies, escalation pathways, and global operating procedures. Support AI, automation, and tech stack strategy.
• Design and drive global operating cadences, including KPI reviews that surface risks, trends, and opportunities.
• Partner with GTM systems and analytics team to develop new dashboards and insights.
• Collaborate with the Enablement function to streamline and compress CX time-to‑new hire onboarding.
• Guide development of new paid service offerings including pricing, packaging, and margin strategy. Ensure success from design through to launch and ROI measurement.

• 8‑10+ years in CX Strategy and Customer Operations at the Enterprise / G2000 level.
• Experience working across all regions (AMER, Europe, Middle East, & Asia).
• Passion for and applied experience in Customer Success teams.
• Proven expertise with Excel / Salesforce and building capacity models.
• Analytical skills with the ability to translate data into strategic recommendations.
• Executive presence and the ability to communicate and influence across audiences and levels (e.g., C‑Suite, CX, Sales, & Finance).
• Systems‑oriented thinker who optimizes processes and builds frameworks for scale.
• High ownership mentality, with proven experience tackling ambiguous problems, remaining adaptable, and working through complex initiatives across teams.
• Experience with AI and digital tooling, or strong willingness to learn.
• BA / BS required; advanced degree preferred.

• Experience with statistical methods, SQL, Tableau, Python, or other advanced analytics and BI / dashboarding.
• Experience as an admin for tools like Dev Rev, Plan Hat, Totango / Catalyst, or other customer success platforms.

The position is based in Palo Alto, California with 3 days per week in the office.

$154,400 – $212,300 for Primary Location of USA - CA - Palo Alto. The specific rate will depend on the successful candidate's qualifications and prior experience.

In addition to competitive base pay, this position also includes an annual incentive opportunity based on target achievement, pre‑IPO stock options, benefits including medical, dental, vision, 401(k) with a match, and more, plus generous paid time off, paid holidays, paid day off for your birthday, and other paid leave policies to support employees through all phases of life.

Uniphore is an equal‑opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.

USA - CA - Palo Alto