Senior Manager of CS Operations

Austin, Texas, United States, Wayne, Pennsylvania, United States

At Clerri, we’re a team of builders, believers, and bold thinkers driven by one mission: to remove the barriers between patients and providers through memberships that improve access to care and help practices thrive. Simply put, we bring care closer. Backed by a smart platform and a thoughtful team, we deliver the most trusted solution in the market.

As Senior Manager of CS Operations, you will be responsible for the systems, processes, & data that enable our Customer Experience department to provide a seamless customer journey and grow expansion revenue contribution (upsells, churn prevention, renewals). The CS teams include; Implementation & Enablement, two Customer Success teams (SMB & Emerging, Strategic Accounts) and Customer Support. In this pivotal role, you will oversee the development of a cutting-edge tech stack, prioritize scalable solutions, and foster a culture of efficiency and innovation. This position reports directly to the Chief Customer Officer and supports the CS Senior Leadership Team. 

This role offers a base salary of $125,000, a target annual bonus of 20%, and company equity. We’re currently prioritizing candidates within driving distance of either our Austin, TX or Chesterbrook, PA offices who are open to a hybrid work schedule.

The Day-to-Day

You will play a pivotal role in optimizing our CS Operations. This includes (but is not limited to):

  • Streamline the customer journey and enhance CS productivity; lead a culture of continuous improvement.
  • Collaborate with colleagues in other departments (RevOps, IT, Analytics, and Engineering Ops) to ensure seamless integration with other business systems and our company data warehouse.
  • Integrate and scale CS solutions such as ChurnZero, Salesforce, and Zendesk.
  • Provide team-level and individual-level dashboards to drive the desired habits and results.
  • Bring a sense of urgency and data quality in providing reporting for CS expansion revenue: opportunity records that adhere to RevOps standards, CS expansion forecast in Salesforce with pacing goals that rolls up to the CCO and CRO.
  • Accelerate experiments & usage of AI to improve CS productivity.
  • Deliver data analysis & reporting to empower the CS-SLT with the insights they need to deliver on their functional KPIs and make informed decisions regarding areas for improvement
  • Follow the CCO’s method for tracking quarter-over-quarter maturity of CS metrics and processes with a goal towards SaaS best practices.
  • In partnership with the CCO, prioritize the backlog of CS Ops requests to meet strategic business needs.
  • Stay abreast of SaaS industry trends, best practices, emerging technologies, and competitive positioning to continuously improve CS operations.

 

To Be Successful

Do these things sound like you? Yes? Great, you’re already on the path to success at Clerri.

  • Starting with the obvious: you are PASSIONATE! (Seriously, you must LOVE what you do!)
  • You have 5+ years’ experience in CS Ops and Revenue Operations for post-sales Expansion, including managing teams and driving strategic initiatives.
  • You have experience optimizing processes and managing technology in a fast-paced SaaS environment.
  • You have advanced proficiency in Salesforce (SFDC) and proficiency in CS Platforms (e.g., ChurnZero) and Support (e.g., Zendesk, SF Service Cloud).
  • Salesforce Administrator certification, with experience in workflow and automations.
  • Strong understanding of process design, data stewardship, and project management.
  • You have the demonstrated ability to leverage data for problem-solving and delivering data insights for executive decision-making.
  • You possess strong communication skills, with the ability to influence and align cross-functional stakeholders.
  • You hold a Bachelor’s degree in Business, Analytics, Technology, or a related field (or equivalent experience).
  • Based on your job performance, you have the opportunity for this role to advance to a Director-level position and become a member of the CX-SLT.
  • You are legally authorized to work permanently in the US without employer sponsorship.

To Thrive

We’re a forward-thinking, passionate, and values-driven team that leads with empathy - and if the following things sound like you, you won’t just settle in. You’ll thrive with us.

  • You inspire and align our team around a shared vision, driving results and accountability.
  • You’re adept at fostering partnerships across departments, ensuring mutual success.
  • You’re comfortable navigating ambiguity and thrive in a fast-paced environment.
  • You’re competitive, but also a team player who is super coachable.
  • You have worked in a start-up or small company in a high growth environment and thrived.
  • You are self-motivated, self-aware, and self-disciplined with a strong ability to influence and lead change.
  • You are a team player that enjoys working with and inspiring others.
  • You are open-minded and positive; even when you are faced with challenges, you look at how to overcome, versus focusing on how difficult the issue might be.
  • You’re no stranger to playing hard and working harder while treating others with respect and dignity.

 

Our Advantage

If you’re asking yourself “what are the perks of working with us?” Don’t worry. We’ve got you covered.

  • We’ve been named to the Inc. 5000 list three years in a row - we’re growing fast and just getting started
  • You’ll get some skin in the game with employee equity.
  • Innovation is in our DNA - we’re building solutions that matter today and shape the future for providers and patients.
  • We stand behind and celebrate our core values.
  • We’re not just building a product. We’re transforming how care is accessed and sustained, starting with dental.
  • We put our customers at the center of everything we do—every process, product, and decision is driven by what best serves them.
  • Honest, two-way communication is how we operate. Every voice matters, and great ideas can come from anywhere.
  • We celebrate individuality and diversity - when you bring your authentic self to work, we all do better.
  • You’ll experience a culture filled with opportunities to connect in-person and virtually.
  • And we’ve got you covered in all the most important benefits: health, 401k match, wellness, disability, employee discounts, flexible PTO and compassionate leave, and more!

 

Our Commitment to You


Be yourself. Always.
We want you to apply even if you do not meet every requirement. We are committed to building an inclusive, varied culture that welcomes, promotes, supports, and celebrates the diverse backgrounds of our employees. It is what drives innovation, ignites creativity, and ultimately gives us a competitive advantage.

We want you to be you — because how boring would life be if we were all the same?

 

About Us

Clerri is the leading Care Membership Platform for dental practices, helping them grow by filling schedules with loyal, cash-paying patients. 

Our smart, compliant, and automated platform empowers practices to reduce their reliance on insurance, build recurring revenue, and improve access to care for all. Trusted by 20,000+ dentists nationwide, Clerri brings patients closer and helps practices thrive.

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