Customer Experience Operations Manager

Fleetio

8h•Remote

About The Position

A little about us…Fleetio is a modern software platform that helps thousands of organizations around the world manage their fleet operations. Transportation technology is a hot market and we’re leading the charge, with raving fans and new customers signing up every day. We raised $450M in Series D in March of 2025 and are on an exciting trajectory as a company. Fleetio is also a proud founding member of the Rails Foundation! As a Customer Experience Operations Manager, you will be the operational backbone of Fleetio’s post-sales organizations. This role is critical to how we retain and expand revenue across our post-sales lifecycle. You will partner closely with Customer Success, Account Management, Finance, and GTM Systems to improve visibility, streamline workflows, and create repeatable processes across the customer lifecycle. You’ll work day-to-day with Customer Success and Account Management leaders and collaborate closely with the CRO and VP of Customer Experience to ensure customer health, renewals, and expansion are supported by strong data and operational discipline. Who you are You’re a strong operator who blends analytical depth with business judgment. You’re comfortable navigating ambiguity, asking hard questions, and translating complex data into clear insights that leaders can act on. You thrive in high-growth B2B SaaS environments and enjoy building structure where it doesn’t yet exist.

Requirements

4+ years in Revenue Operations, Customer Success Operations, Account Management Operations, or Business Operations within a B2B SaaS environment
Experience building reporting, analyzing trends, and managing workflows in Salesforce and/or Gainsight; SQL or advanced analytics experience is a plus
Familiarity with customer health metrics, retention drivers, and leading indicators for churn and expansion
A track record in cross-functional collaboration, driving strategic projects from ideation to gaining process adoption
A track record in structuring problems (e.g., breakdown in funnel conversion rates, decline in pipeline generation), deriving insights from data, and recommending revenue opportunities
Strong communication skills, with the ability to present forecasts, insights, and narratives to senior leaders

Responsibilities

Own reporting and dashboards that provide a clear view into ARR performance across churn, contraction, reactivation, and expansion
Analyze churn, contraction, and expansion trends to identify root causes and inform changes to GTM plays, segmentation, or customer coverage
Fine-tune renewal and expansion forecasting by improving process, data hygiene, and visibility into at-risk and growth accounts
Facilitate weekly and quarterly business reviews in partnership with Customer Success and Account Management leaders to support renewals, NRR, and GRR
Design scalable post-sales processes, including customer handoffs, account ownership, and lifecycle milestones
Partner with GTM Systems to continuously improve Salesforce, Gainsight, and supporting tools to better enable revenue teams

Benefits

Multiple health/dental coverage options (100% coverage for employee, 50% for family)
Vision insurance
Incentive stock options
401(k) match of 4%
PTO - 4 weeks (increases at year two!)
12 company holidays + 2 floating holidays
Parental leave - birthing parent (16 weeks paid) non-birthing (4 weeks paid)
FSA & HSA options
Short and long term disability (short term 100% paid)
Community service funds
Professional development funds
Wellbeing fund - $150 quarterly
Business expense stipend - $125 quarterly
Mac laptop + new hire equipment stipend
Fully stocked kitchen with tons of drinks & snacks (BHM only)
Remote working friendly since 2012 #LI-REMOTE