Senior Manager, Customer Operations

Responsibilities

• Lead, coach, and develop a team of individual contributors across the Customer Operations pillars.
• Establish and manage the weekly, monthly, and quarterly operating cadence for the CSX organization, including QBRs and capacity planning.
• Act as the primary gatekeeper for CSX requirements within Salesforce, ensuring technical delivery aligns with business needs.
• Map end-to-end customer journeys from Sale to Renewal to reduce friction and optimize Time-to-Value.
• Oversee the Enablement pillar to ensure the organization is prepared for new products and go-to-market motions.
• Drive self-service and AI strategies, including Knowledge Base management and AI-driven support tools.
• Guide the Customer Intel function to provide proactive forecasting and headcount modeling based on growth projections.
• Oversee the Voice-of-Customer (VoC) program, ensuring NPS and CSAT processes are operationalized.
• Partner cross-functionally with Revenue Operations, Product, Marketing, and IT to align on roadmap priorities.

Requirements

• 5+ years of experience in Customer Operations, Revenue Operations, or a similar function within a B2B SaaS environment.
• Demonstrated experience managing individual contributors and driving team performance in a player-coach capacity.
• Proven ability to build processes from scratch, including writing documentation and mapping workflows (e.g., Lucidchart, Miro).
• Strong proficiency with Salesforce (CRM) and Pendo (Digital Adoption).
• Data-driven mindset with the ability to define and track KPIs such as NPS, CSAT, and case deflection.
• Experience partnering with Sales or Revenue Operations to align pre-sale and post-sale processes.

Preferred Qualifications

• Experience scaling a Customer Organization in a B2B SaaS company from mid-stage to late-stage growth.
• Specialized knowledge within the Hospitality technology industry.
• Experience implementing or managing AI support tools (e.g., Forethought, Intercom Fin).
• Certification in Project Management (PMP), Change Management (Prosci), or Lean/Six Sigma.
• Experience with workforce planning or capacity modeling.

About the Company

Duetto is the industry-leading hospitality revenue management system, helping hotels, resorts, and casinos optimize revenue and boost profit. We are building the future of hotel revenue strategy through our category-creating Revenue & Profit Operating System.