Absorb Software

Lead and optimize customer experience operations and enablement programs to improve retention and growth. | 7+ years in SaaS customer success or operations roles with strong analytical and leadership skills. | The Manager, CX Operations & Enablement is the operational and strategic backbone of our Customer Experience organization - the connective tissue that turns leadership priorities into executable programs across Implementations, Support, Technical Services, and Customer Success. This role demands a rare blend of analytical rigor, systems thinking, and cross-functional influence: you'll own the tools, data, and processes our teams rely on while building the enablement infrastructure that keeps every customer-facing function sharp, informed, and ready to deliver. The impact is direct - better-equipped teams, faster execution, and measurable outcomes across retention, expansion, and customer satisfaction. What you'll do: • Own and scale post-sales operations (forecasting, segmentation, lifecycle, KPIs) to drive retention and growth • Lead and optimize the CX tech stack to ensure data integrity, adoption, and seamless workflows • Build scalable customer lifecycle processes across onboarding, adoption, renewals, and expansion • Drive automation and AI initiatives to improve efficiency and customer engagement • Lead cross-functional programs, turning strategy into executable plans with measurable results • Partner across Product, Sales, and Marketing to enhance customer experience and alignment • Develop reporting and dashboards to track customer health, performance, and key trends • Turn customer data and feedback into actionable insights that inform strategy and reduce churn • Lead enablement to equip teams with the tools, training, and playbooks needed to succeed • Build and scale customer advocacy programs to support growth and brand credibility • Lead and develop a high-performing team, fostering a culture of accountability and continuous improvement What you'll bring: • 7+ years in Customer Success Ops, RevOps, CX, Enablement, or similar SaaS operational roles • Proven success leading cross-functional initiatives and driving change in high-growth B2B SaaS environments • Experience partnering with Customer Success, Support, Implementations, or Professional Services teams • Track record of building scalable processes, operating models, and customer lifecycle programs • Experience hiring, developing, and leading high-performing teams • Strong expertise with CX tools (e.g., Salesforce, ChurnZero, Zendesk, Gong) • Experience with automation, AI workflows, and customer intelligence tools preferred • Advanced analytical skills, including dashboards, forecasting, and operational reporting • Solid understanding of customer health, segmentation, retention, and lifecycle metrics • SQL, BI tools, or data modeling experience is a plus • Strategic, systems thinker who can scale operations across complex environments • Strong communicator with the ability to influence senior stakeholders cross-functionally • Data-driven mindset with the ability to translate insights into action • Thrives in fast-paced, evolving environments with shifting priorities • Hands-on leader who balances strategy with execution and is passionate about improving customer outcomes Are you ready to become an Absorber? What we offer: • Fully remote-first work with flexible work arrangements • Comprehensive Health and Wellness Benefits including retirement savings programs, eligibility for two different bonus plans, generous time off, comprehensive medical and dental benefits based on your country of location • New Hire Equipment Allowance and monthly Flex Allowance to support your success • Endless opportunity for career growth and internal mobility • Employee driven DE&I programs