Customer Journey Operations Manager

Job description

PreVeil 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. What You'll Own 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, RevOps 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 RevOps 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 RevOps 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 HubSpot, 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 a need touches Salesforce, HubSpot or the context lake, you own gathering the business requirements, acceptance testing, and adoption; RevOps owns the build and system integrity. Where the other CS or TS systems depend on Salesforce or HubSpot data, you and RevOps agree on ownership up front and keep a shared roadmap. Together you ensure systems fit the whole tech stack and process changes do not disrupt other business flows. What Success Looks Like at 6 Months You own the journey map, keeping it up to date as processes change, and the cross-team project plan, driving actions to timelines. A new cloud-based IT service desk is live, with agentic AI workflows and two-way visibility between CS and Technical Support into tickets by customer, health score, and customer segment. You are instrumental in helping TS improve SLAs and outcomes. AI outcomes such as auto-resolution rates for CS and TS inbound workflows are significantly better than when you started and there is a process in place to tightly partner with Product Marketing, RevOps and CJ leadership to continuously improve while maintaining CX scores A single-pane-of-glass CS platform is live, with agentic AI workflows, systematically determined individual and portfolio health scores, and management visibility into CSM task follow-through and its impact on health score trends and retention. Our Portfolio CSMs can comfortably manage books of business of $5M and 750 accounts. Ideal Candidate Profile Experience 7–10 years in Customer Operations or a related operations role in a high-tech, high-volume SaaS environment Hands-on experience implementing and managing an AI-forward CS platform in a high-volume tech-touch environment (Planhat, Gainsight, etc.) and direct experience with Intercom and managing and optimizing Fin AI with complex queries Experienced with Claude Co-work and enterprise skill building for CS workflows A track record of building new workflows from scratch, managing them through cross-functional launch and adoption, and refining them over time Experience translating business needs into clear requirements for internal and external partners Strong project management skills Eastern Time Zone and ability to travel monthly for in-person sessions Skills and Mindset AI and automation mindset. You look first for where AI and automation can reduce manual effort and drive scalability A collaborative operator. You drive programs across Revenue Operations, Customer Success, Technical Support, Product, and Partner teams to create one unified operating picture, writing clear requirements for systems you do not own and influencing without direct authority Operationally minded. You enjoy standing up new workflows, platforms, and programs that let a team scale and operate without friction An iterator. You are never done. You ship, measure, and refine, treating process as something to continually improve Built for high volume. You enjoy a fast-paced, high-volume environment where process and automation are what keep quality high Why This Role Is Exceptional Category authority in a high-urgency market. CMMC compliance is non-negotiable for 100,000 defense contractors, and PreVeil is the leading solution for SMBs Real ownership from day one. You will stand up the systems and AI workflows the Customer Journey team runs on Profitable company, strong growth. We are investing in building a world-class customer organization PreVeil offers competitive compensation, excellent benefits, and the opportunity to make a real impact on cybersecurity and defense compliance. Your base salary will be determined based on your experience and the pay of employees in similar positions. The base salary range is $120,000 - $150,000 . You will also be eligible for bonus and equity. We are proud to foster a workplace free from discrimination. We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our users. PreVeil 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, PreVeil 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.