Customer Operations Manager
Narvar is growing! We are looking for an experienced Customer Operations Manager to own the operational strategy that supports the efficiency and effectiveness of our customer-facing teams.
This role will be responsible for developing and optimizing processes, tools, and metrics that enhance the customer journey, improve team productivity, and drive customer satisfaction and retention. As part of Revenue Operations, you will work closely with Customer Success, Customer Support, and Professional Services teams to ensure scalable and data-driven operational excellence.
Day-to-day
- Design and execute customer-centric processes and strategies that improve customer experience across their lifecycle, including onboarding, support and renewals.
- Establish and refine SLAs, workflows, and automation to ensure efficiency of customer-facing teams.
- Manage implementation and optimization of tools and technology stack used by the Customer organization, especially customer success platforms (e.g., ChurnZero).
- Ensure proper integration of tools with other systems, such as sales and marketing platforms (e.g., Gong), to provide a unified view of customer health and broader customer journey.
- Partner with the Customer Success team to incorporate playbooks (including integration with CS platform) for customer outreach and engagement based on health scores and other key metrics.
- Maintain standard reporting across Customer teams and metrics, including forecasts and progress to plans on key performance metrics such as churn and overall satisfaction (e.g., NPS).
- Partner with the Analytics team to maintain and evolve efforts to keep accurate and up-to-date customer data, in order to ensure reliable reporting and appropriate insights.
- Use data to identify trends, gaps, and opportunities in post-sales teams and processes.
- Partner with Sales, Product, and Marketing to ensure smooth handoffs and feedback loops.
- Providing operational insights to executive leadership that inform strategic decisions and drive customer outcomes.
What we’re looking for
- 4+ years of work experience in Customer or GTM Operations within a SaaS company
- Proficient in CRM systems (e.g., Salesforce) and customer success platforms (e.g., Gainsight, ChurnZero).
- Knowledge of customer lifecycle management and success metrics (e.g., NPS, churn rate, NRR).
- Ability to translate data into a clear story with key insights; presents data in a clear and concise manner, both written and orally
- Proficient with creation of crisp, clear presentations (Google slides, PowerPoint)
- Data-driven, detail-oriented individual with demonstrated ability to work through complex problems using data
- Proficient in data analytics and reporting tools (e.g., Excel, Google Sheets, Looker).
- Self-motivated, curious, and rapid learner who is comfortable working in ambiguity
- Passion for process improvement, automation, and operational rigor.
- Thrives in a fast-paced and dynamic environment
- Highly organized and collaborative; able to work with cross-functional stakeholders and multiple deliverables at any given time
- Experience with SAAS metrics, B2B experience required
- Previous startup experience strongly preferred
Why Narvar?
We're on a mission to simplify the everyday lives of consumers. Post-purchase is a critical phase of the customer journey. That's why we created Narvar - a platform focused on driving customer loyalty through seamless post-purchase experiences that allow retailers to retain, engage, and delight customers. If you've ever bought something online, there's a good chance you've used our platform!
From the hottest new direct-to-consumer companies to retail’s most renowned brands, Narvar works with GameStop, Sonos, Nike, and 1500+ other brands. With hubs in San Francisco, London, and Bangalore, we've served over 125 million consumers worldwide across 10+ billion interactions, 38 countries, and 55 languages.
Pioneering the post-purchase movement means navigating into the unknown. Our team thrives on this sense of adventure while nurturing a mindset of innovation. We're a home for big hearts and we leave our egos at the door. We work hard but we always make time to celebrate professional wins, baby showers, birthday parties, and everything in between.
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