Note: The job is a remote job and is open to candidates in USA. Entegrata is a SaaS company delivering Azure-based data lakehouse platforms and AI-powered analytics for law firms. The Customer Experience Operations Manager will build and manage the operational infrastructure for the CX organization, including tooling, playbooks, metrics, dashboards, and scalable processes across onboarding, adoption, support, renewal, and expansion.
Responsibilities
- Own the CX tooling stack (CRM, ticketing, and reporting) including configuration, integrations, and administration
- Design and maintain playbooks, templates, and standard operating procedures across onboarding, adoption, support, and renewal
- Build health scoring, dashboards, and reporting that give leadership a clear view of portfolio health and team performance
- Refine and track CX metrics (adoption, time-to-value, retention, CSAT, response and resolution times) and drive improvement
- Own renewal and expansion operations: forecasting hygiene, data accuracy, and process orchestration
- Partner with other teams including Finance on customer data integrity and reporting
- Identify process bottlenecks and lead continuous improvement initiatives across the CX function
- Audit the current CX tools, data, and processes; document the baseline and gaps
- Establish the initial set of CX metrics and a single source of truth for portfolio health
- Ship your first standardized playbooks and reporting/dashboards used by the CX team
- Stand up health scoring and a repeatable renewal and expansion operating cadence
- Deliver measurable improvement in at least one core metric (time-to-value or response time)
- Operate a documented, instrumented CX process that scales with headcount and customer growth
Skills
- 4+ years in customer success operations, revenue operations, or a related operations role at a SaaS company
- Hands-on administration of a CRM platform and reporting tools
- Strong analytical skills: comfortable defining metrics and building dashboards
- Track record designing scalable processes and playbooks in a high-growth environment
- Excellent cross-functional coordination and communication
- HubSpot experience preferred
- Experience supporting enterprise or professional services customers
- Familiarity with data platforms, integrations, or Microsoft Azure
- SQL or BI tool proficiency
- Early-stage or startup operations experience
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k) with employer match
- Unlimited PTO
- Company holidays
- Professional development support
- Hybrid or remote work options
Company Overview