As Senior Manager of CX 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 CX 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 CX 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 CX Operations. This includes (but is not limited to):

Streamline the customer journey and enhance CX 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 CX 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 CX expansion revenue: opportunity records that adhere to RevOps standards, CX expansion forecast in Salesforce with pacing goals that rolls up to the CCO and CRO.
Accelerate experiments & usage of AI to improve CX productivity.
Deliver data analysis & reporting to empower the CX-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 CX metrics and processes with a goal towards SaaS best practices.
In partnership with the CCO, prioritize the backlog of CX Ops requests to meet strategic business needs.
Stay abreast of SaaS industry trends, best practices, emerging technologies, and competitive positioning to continuously improve CX operations.

To Be Successful

Do these things sound like you? Yes? Good - you're well on your way to being a successful member of our CX management team.

Starting with the obvious: you are PASSIONATE! (Seriously, you must LOVE what you do!)
You have 5+ years' experience in CX 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 CX 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 an entrepreneurial, creative, and passionate group - and if these things sound like you, you won't just fit 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 are a Best Places to Work recipient - because we understand the meaning of work hard, play hard!
You'll get some skin in the game with employee equity.
We stand behind and celebrate our core values.
There's transparent communication from the top down.
You'll have a collaborative, smart, and forward-thinking team to share ideas with.
You'll have a direct, meaningful impact as we scale.
You'll experience a culture filled with opportunities to connect in-person and virtually.
We have a casual dress code.
We offer hybrid and remote work schedules.
And we've got you covered in all the most important benefits: health, 401k match, wellness, disability, employee discounts, time away - 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

Create Membership Plans that Patients and Providers Love

As everyone knows, dental health is critical to overall health. Unfortunately, dental insurance is too complicated, too confusing, and too expensive for dentists and patients alike. As a result, 40% of US consumers do not have dental coverage, 50% of US consumers do not visit a dentist each year, and dentists continue to struggle with practice success while managing complicated insurance plans with low reimbursement fees, coverage limits and claims denials.

Company Overview

Our mission is to make professional oral care accessible to everyone with a membership model that patients and providers love.

We are doing something about this. We connect dentists directly with patients to eliminate the inefficiency, cost, and hassle of workarounds. Using our cloud-based platform, dentists easily design, implement, and grow a successful membership plan with their own dental care plans, offering them directly to patients. The result is affordable, comprehensive dental coverage that works for dental practices and enables patients to get the professional oral care they need.

As the established leaders in the dental membership space, Kleer and Membersy support a combined footprint of over 20,000 dentists and millions of patients across all 50 states, and cover the entire spectrum of dental practices, from independent solo practices to the largest DSOs in the country.

Kleer and Membersy came together in 2024 to provide an unmatched dental membership solution and experience. Leveraging their complementary strengths, industry expertise, and scale, Kleer and Membersy will create significant value for DSOs, independent dental practices, and their patients by expanding access to care for all uninsured and underinsured Americans, including more than 76 million adults without dental insurance.

Equal Opportunity Employer

We are an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.

Abilities required

These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the job. Reasonable accommodation can be provided to enable people with disabilities to perform the described essential functions of the job.

While performing the responsibilities of the job, the employee is required to talk and listen. The employee is often required to sit and use their hands and fingers, to handle or feel. The employee is occasionally required to stand, walk, and reach with arms and hands. Vision abilities required by this job include close vision, including intensive computer usage.

Kleer and Membersy

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Senior Manager of CX Operations