Manager, Customer Experience Operations

About Tailscale Tailscale is building the new Internet by delivering software that makes it easy to securely interconnect people and their devices, no matter where they are. From hobbyists to multinational corporations, teams of every size use Tailscale each day to protect their networks, share access to internal tools, and more. We're building a future for the Internet that's easy, sensible, and safe, like it used to be. Founded in 2019 and fully distributed, we're backed by Accel, CRV, Insight, Heavybit, and Uncork Capital.Job DescriptionWe are looking for a high-impact Customer Experience Operations Manager to join our Revenue Operations team. This is a critical, cross-functional role that sits at the intersection of strategy, data, and execution, supporting our global post-sales organization, including Customer Success, Customer Success Engineering, and Support Engineering, to operate at scale and deliver exceptional customer outcomes.You'll partner closely with CS leadership, Revenue Operations, Finance, and Product to design and run the operational systems, processes, and insights that drive retention, expansion, and customer health across our portfolio. You'll shape how our post-sales teams operate, influence strategic decisions, and directly impact our ability to deliver world-class customer experiences.If you're energized by building scalable programs, turning messy data into clear insights, and being the operational backbone of a high-growth team, this role is for you.Key ResponsibilitiesRun and Scale CS OperationsOwn the operational rhythm of the Customer Experience organization: reporting cadences, QBRs, renewal forecasting, health scoring, capacity modeling, and tooling.Design and implement the customer journey alongside Product, Marketing, and other cross-functional partners to ensure proper coverage of customer accounts.Define and implement customer health scoring models that incorporate product usage, support signals, and engagement data to surface risk and opportunity proactively.Implement automated workflows to process renewals and customer programs at scale.Maintain data integrity across post-sales systems (Salesforce, CS Platform, BI tools) to ensure CS, CSE, and Support teams have reliable, actionable data.Drive Strategy, Planning, and SegmentationPartner with post-sales leadership to define customer segmentation, coverage models, and engagement strategies across CS, CSE, and Support Engineering.Support annual and quarterly planning, including capacity modeling across all post-sales functions.Align post-sales motions with company-level goals including NRR, GRR, product adoption, and support SLAs.Drive Insights and Program ExecutionTranslate data signals into proactive recommendations, surfacing trends in customer health, churn risk, product adoption, and team performance for CS leadership.Build and maintain dashboards and reporting across customer health and risk, support performance (SLAs, backlog, resolution time), product adoption and engagement, and retention and expansion metrics.Receive feedback from CS, CSE, and Support teams to define and prioritize strategic projects and process improvements.Own Cross-Functional ProgramsWork cross-functionally with Revenue Operations, Finance, Product, and Marketing to support operational programs aligned to broader organizational strategy.Improve handoffs between teams (Sales to CS to Support to Engineering) to ensure a seamless, consistent customer experience.Identify tooling and process gaps and own the roadmap to close them, leveraging automation and AI to drive efficiency.Enable the Post-Sales TeamDevelop and operationalize lifecycle programs and playbooks across CS, CSE, and Support covering onboarding, success plans, risk mitigation, escalations, expansion, and renewals.Act as the primary point of contact for post-sales tooling, including CS platform administration, Salesforce integrations, and BI reporting.What We Are Looking ForExperience5 to 8+ years of experience in Customer Success Operations, Revenue Operations, or a related GTM operations role, preferably in a high-growth B2B SaaS environment.Proven experience designing and executing programs that scale, from ideation through implementation and measurement.Experience supporting multi-functional post-sales teams (Customer Success, Customer Success Engineering, Support Engineering, Renewals, or Professional Services) is strongly preferred.Track record of working cross-functionally and building trust with stakeholders across CS, Sales, Finance, and Product.Experience with renewal operations and post-sales GTM motions including expansion and professional services.Technical SkillsStrong working knowledge ofSalesforce (required) and a CS platform such as Gainsight, Planhat, or Totango.Proficiency with BI and analytics tools such as Looker, with the ability to build reports and dashboards independently.Familiarity with support tooling such as Jira Service Management.Familiarity with SQL