Sr. Business Ops Manager Full Time NEW

Job Description

Here, customer adoption drives renewal success, revenue retention, and satisfaction. As a Business Operations Manager, you will partner closely with these Leaders to drive customer adoption initiatives, mitigate down sell risk, and improve Net Promoter Scores across our fastest-growing customer segments. You’ll leverage AI-powered tools and insights to scale operations, automate workflows, and drive data-driven decision-making.

What You Get To Do In This Role

Adoption Strategy & Execution

• Partner with Major Area Leaders to develop, manage, and track customer adoption plans across their portfolios
• Leverage AI-powered analytics and predictive modeling to identify at-risk customers and proactively drive intervention strategies to improve health scores
• Ensure we have all necessary adoption information via our scorecards and dashboards that provide real-time visibility into customer engagement, product usage, and value realization
• Drive cross-functional collaboration with Customer Success, Sales, and Product teams to ensure adoption initiatives are supported and executed
• Build strategies to drive a sales motion to ensure customers have the right level of Customer Success for post sales coverage
• Support headcount management and capacity planning, including ratio analysis, coverage modeling, and resource allocation to ensure optimal customer support

Performance Monitoring & Risk Mitigation

• Monitor GRR trends, product adoption metrics, and customer health indicators using AI-driven insights to identify downsell risks and expansion opportunities
• Monitor progress of “get-well” plans for customers with Adoption challenges in partnership with CSMs and Account Executives
• Track and report on NPS trends, using AI tools to identify root causes of detractor feedback and partnering with teams to drive year-over-year improvements
• Create regular performance insights and recommendations for Major Area Leaders to inform strategic decisions, automating reporting where possible

Operational Excellence & Governance

• Establish consistent cadences for adoption reviews, customer health check-ins, and performance tracking across Major Areas
• Develop standardized templates, playbooks, and AI-powered workflows to scale adoption efforts across the Major Area
• Organize and facilitate planning sessions to align teams on adoption priorities, goals, and execution plans
• Ensure accountability and follow-through on adoption initiatives through structured tracking and regular progress reviews, leveraging automation to reduce manual effort

Communications & Stakeholder Enablement

• Prepare executive-ready materials for QBRs, business reviews, and strategic planning sessions, using AI tools to enhance data visualization and storytelling
• Translate complex data into clear, actionable insights that drive stakeholder alignment
• Support internal communications to reinforce adoption priorities and celebrate customer success wins
• Foster a culture of customer-centricity, continuous improvement, and AI-enabled innovation across the teams you support

To Be Successful In This Role You Have

• Strong AI aptitude: Demonstrated experience leveraging AI-powered tools for analytics, workflow automation, predictive modeling, or decision support. Comfortable exploring new AI capabilities and integrating them into operational processes.
• 3-5 years of experience in business operations, customer success operations, or program management—ideally in a SaaS or subscription-based business environment
• Demonstrated ability to build relationships and collaborate effectively with cross-functional teams and stakeholders at various levels
• Strong analytical skills with the ability to work with data, identify trends, and create actionable insights using modern analytics and AI tools
• Experience building dashboards, scorecards, and tracking mechanisms to monitor performance (familiarity with AI-enhanced analytics platforms a plus)
• Experience with headcount planning, capacity modeling, and resource allocation in customer-facing organizations
• Proven track record managing multiple initiatives simultaneously with strong organizational and project management skills
• Excellent communication skills with the ability to synthesize complexity and present clear recommendations
• Familiarity with customer success metrics (GRR, NPS, health scores, adoption metrics) and how they drive business outcomes
• A proactive, solutions-oriented mindset with enthusiasm for leveraging AI and automation to scale operations

Pay Rate Range

• $120-139.41/hr.