Customer Journey Operations Manager

PreVeil Inc

13h•$120,000 - $150,000

About The Position

PreVeil is hiring a Manager, Customer Journey Operations to own the end-to-end processes and systems that power its AI-forward, high-volume Customer Success, Preferred Partner, and Technical Support organization. This is an individual contributor role for a builder who develops scalable processes and systems, stands up new workflows and tools, drives adoption across teams, and iterates to ensure customers move through their journey efficiently and with visibility. The role is the operational backbone of the Customer Journey team and partners closely with Revenue/AI Ops, Product Marketing, Product Management, Sales, Customer Success, Technical Support, and the Preferred Partner team. Responsibilities include leading AI-enabled customer journey processes; implementing and managing CS and Technical Support platforms and workflows; driving process adoption through documentation and training; owning reporting and forecasting; and coordinating with Revenue Ops on system requirements, testing, adoption, and shared roadmaps. Within six months, success includes maintaining the customer journey map and cross-team project plan; launching a cloud-based IT service desk with agentic AI workflows and two-way visibility between CS and Technical Support; improving AI outcomes such as auto-resolution rates while maintaining customer experience scores; and launching a CS platform with agentic AI, systematic health scores, and management visibility into CSM follow-through and retention trends. Portfolio CSMs should be able to manage books of business of $5 million and 750 accounts.

Requirements

7–10 years of experience in Customer Operations or a related operations role in a high-tech, high-volume SaaS environment.
Hands-on experience implementing and managing an AI-forward Customer Success platform in a high-volume, tech-touch environment, such as Planhat or Gainsight.
Direct experience with Intercom and managing and optimizing Fin AI for complex queries.
Experience building new workflows from scratch, managing them through cross-functional launch and adoption, and refining them over time.
Experience translating business needs into clear requirements for internal and external partners.
Strong project management skills.
Located in the Eastern Time Zone and able to travel monthly for in-person sessions.
AI and automation mindset, with an emphasis on reducing manual effort and improving scalability.
Collaborative approach and ability to influence without direct authority across Revenue Operations, Customer Success, Technical Support, Product, and Partner teams.
Operational mindset and interest in building workflows, platforms, and programs that help teams scale.
Iterative approach: ship, measure, and refine processes continuously.
Ability to operate in a fast-paced, high-volume environment.

Nice To Haves

Experience with Claude Co-work and enterprise skill building for Customer Success workflows.

Responsibilities

Drive best-in-class, AI-enabled processes across Customer Success, Preferred Partner, and Technical Support.
Work with Customer Journey leadership and stakeholders to define and implement process improvements; own the customer journey map and resulting flow charts.
Implement and manage a next-generation Customer Success platform that enables AI-supported outreach, systematic health scoring, and defined playbooks.
Develop CS processes and reporting that provide centralized visibility and accountability by CSM, surface insights to improve operational metrics, monitor process adherence, and optimize Intercom and Fin AI effectiveness.
Implement and manage a cloud-based IT service desk with AI capabilities and visibility into customer data.
Partner with Customer Success, Technical Support, and Revenue Ops to improve visibility into customer issues, resolution status, and escalations, and to strengthen operational metrics and accountability.
Support adoption of new tools and processes through documentation, training, effective dates, adherence monitoring, gap identification, and leadership coaching and accountability.
Own reporting for Customer Success, Support, and Preferred Partners, translating complex data into root causes and actions for leadership.
Partner with Revenue Ops to ensure seamless handoffs from Sales and Marketing and alignment on AI strategy and tooling.
For needs involving Salesforce, HubSpot, or the context lake, gather business requirements, conduct acceptance testing, and drive adoption; coordinate ownership and shared roadmaps with Revenue Ops.
Ensure customer journey systems fit the broader technology stack and process changes do not disrupt other business flows.
Drive cross-team project plans and actions to timelines, continuously measuring and improving AI outcomes while maintaining customer experience scores.