Sr. Customer Operations Manager

Job description

**Introduction to Demandbase:** Demandbase is the only pipeline AI platform that empowers GTM teams to automate growth at scale. With a unified view of data, insights, actions, and outcomes, B2B enterprises can seamlessly align and execute their account-based GTM strategies with confidence. Thousands of businesses trust Demandbase to maximize revenue, minimize waste, and consolidate their data and tech stacks – all in one platform. As a company, we’re as committed to growing careers as we are to building world-class technology. We invest heavily in people, our culture, and the community around us. We have also continuously been recognized as One of The Best Places To Work in the San Francisco Bay Area by Fortune, and One of The 60 Best Companies To Sell For by Selling Power. Our offices are located in San Francisco, New York, Austin, Seattle, India, and the United Kingdom. **About The Role** We're looking for a Sr. Customer Operations Manager to serve as the operational and analytical backbone of our Customer Experience organization. This role owns the systems, processes, and insights that power our Customer Success (CS), Professional Services (PS), and Growth/Account Development (GAD) teams — from platform administration to revenue-critical forecasting models. The ideal candidate combines hands-on systems expertise with strong analytical rigor and the business acumen to translate raw data into decisions that shape revenue strategy. **What You'll Do** - Serve as primary administrator for ChurnZero, including platform configuration, health scoring, automation workflows, and digital touch program execution - Administer Rocketlane for implementation and onboarding project tracking, ensuring data integrity and adoption across PS teams - Strategize and support the Growth Account Teams as it pertains to Reporting, Account Plans and Management of their book of business - Manage system enhancement requests with your RevOps partners who own and maintains other GTM systems (SFDC, Gong, Worktao,etc) - Establish and maintain customer digital touch motion (automation of plays, optimizations, updates, etc) - Develop new At Risk signals and automations for Account teams - Be a data steward in our customer data hygiene in CRM (Salesforce) & ChurnZero - Optimize territory and account assignment logic across CS, PS, and GAD teams - Drive key insights in churn analysis to identify risk patterns and inform proactive retention strategies - Model commission structures and expansion forecasts spanning the full customer portfolio - Develop performance KPIs and quarterly forecasting models for Growth and Renewals functions - Build and maintain financial reporting, account management dashboards, and proactive insights used across CX and GAD leadership - Model customer whitespace analysis to surface expansion opportunities, translating raw account data into actionable growth signals for GADs - Identify, design, and implement AI-driven automations to improve operational efficiency across the customer lifecycle - Partner with cross-functional stakeholders to scale automation initiatives beyond manual, repetitive workflows - Model Professional Service Capacity & metrics around project utilization and areas of optimization **What We're Looking For** - 5-7 years of experience in RevOps, CS Ops, Sales Ops, or a related operations function, ideally within B2B SaaS - Direct technical administrative experience with ChurnZero, Rocketlane, or Gong (or comparable platforms in each category) - Strong proficiency in Excel/Google Sheets; working knowledge of SQL and/or BI tools (Tableau, Looker, Power BI) - Demonstrated experience building forecasting models, or portfolio-level analytics - Proven ability to partner cross-functionally with CS, PS, and Sales/GAD teams - Experience with Salesforce or an equivalent CRM - Familiarity with AI/automation tooling for operational workflows - Background supporting post-sale revenue motions - Strong analytical and problem-solving skills with high attention to detail - Ability to translate complex data into clear, actionable recommendations - Comfortable operating in ambiguity and building process where none exists - Excellent stakeholder management and cross-functional communication skills - Self-directed with strong project management capabilities across multiple concurrent workstreams **Benefits** Our benefits include Group Medical, Personal Accident, and Term Life Insurance for comprehensive protection. Preventive healthcare covers dental, vision, and OPD needs, complemented by strong mental health support. We also provide a fitness benefit, car lease policy, and gratuity for long-term financial well-being. **Our Commitment to Diversity, Equity, and Inclusion at Demandbase** At Demandbase, we believe in creating a workplace culture that values and celebrates diversity in all its forms. We recognize that everyone brings unique experiences, perspectives, and identities to the table, and we are committed to building a community where everyone feels valued, respected, and supported. Discrimination of any kind is not tolerated, and we strive to ensure that every individual has an equal opportunity to succeed and grow, regardless of their gender identity, sexual orientation, disability, race, ethnicity, background, marital status, genetic information, education level, veteran status, national origin, or any other protected status. We do not automatically disqualify applicants with criminal records and will consider each applicant on a case-by-case basis. We recognize that not all candidates will have every skill or qualification listed in this job description. If you feel you have the level of experience to be successful in the role, we encourage you to apply! We acknowledge that true diversity and inclusion requires ongoing effort, and we are committed to doing the work required to make our workplace a safe and equitable space for all. Join us in building a community where we can learn from each other, celebrate our differences, and work together. **Unsolicited Submissions** At Demandbase, we value thoughtful partnerships and direct connections with candidates. We’re not accepting unsolicited resumes or outreach from third-party recruiting agencies. Any unsolicited submissions will not be reviewed, and no fees will be paid.