Job Title: Sr. Business Ops Manager
Location: San Diego, CA (Hybrid/Remote
role)
Contract Duration: 09 Months
(Extendable)
Forecasted sales, or downsell and loss, or customer adoption (Must have skills)
Job Description:
Adoption Strategy &
Execution
Partner with Major Area Leaders to develop, manage, and track customer adoption
plans across their portfolios
Leverage AI-powered analytics and predictive modeling to identify at-risk
customers and proactively drive intervention strategies to improve health
scores
Ensure we have all necessary adoption information via our scorecards and
dashboards that provide real-time visibility into customer engagement, product
usage, and value realization
Drive cross-functional collaboration with Customer Success, Sales, and Product
teams to ensure adoption initiatives are supported and executed
Build strategies to drive a sales motion to ensure customers have the right
level of Customer Success for post sales coverage
Support headcount management and capacity planning, including ratio analysis,
coverage modeling, and resource allocation to ensure optimal customer support
Performance Monitoring & Risk Mitigation
Monitor GRR trends, product adoption metrics, and customer health indicators
using AI-driven insights to identify downsell risks and expansion opportunities
Monitor progress of "get-well" plans for customers with Adoption
challenges in partnership with CSMs and Account Executives
Track and report on NPS trends, using AI tools to identify root causes of
detractor feedback and partnering with teams to drive year-over-year
improvements
Create regular performance insights and recommendations for Major Area Leaders
to inform strategic decisions, automating reporting where possible
Operational Excellence & Governance
Establish consistent cadences for adoption reviews, customer health check-ins,
and performance tracking across Major Areas
Develop standardized templates, playbooks, and AI-powered workflows to scale
adoption efforts across the Major Area
Organize and facilitate planning sessions to align teams on adoption
priorities, goals, and execution plans
Ensure accountability and follow-through on adoption initiatives through
structured tracking and regular progress reviews, leveraging automation to
reduce manual effort
Communications & Stakeholder Enablement
Prepare executive-ready materials for QBRs, business reviews, and strategic
planning sessions, using AI tools to enhance data visualization and
storytelling
Translate complex data into clear, actionable insights that drive stakeholder
alignment
Support internal communications to reinforce adoption priorities and celebrate
customer success wins
Foster a culture of customer-centricity, continuous improvement, and AI-enabled
innovation across the teams you support
To be successful in this role you have:
- Strong
AI aptitude: Demonstrated experience leveraging AI-powered tools for
analytics, workflow automation, predictive modeling, or decision support.
Comfortable exploring new AI capabilities and integrating them into
operational processes.
- 3-6
years of experience in business operations, customer success operations,
or program management—ideally in a SaaS or subscription-based business
environment
- Demonstrated
ability to build relationships and collaborate effectively with
cross-functional teams and stakeholders at various levels
- Strong
analytical skills with the ability to work with data, identify trends, and
create actionable insights using modern analytics and AI tools
- Experience
building dashboards, scorecards, and tracking mechanisms to monitor
performance (familiarity with AI-enhanced analytics platforms a plus)
- Experience
with headcount planning, capacity modeling, and resource allocation in
customer-facing organizations
- Proven
track record managing multiple initiatives simultaneously with strong
organizational and project management skills
- Excellent
communication skills with the ability to synthesize complexity and present
clear recommendations
- Familiarity
with customer success metrics (GRR, NPS, health scores, adoption metrics)
and how they drive business outcomes
- A
proactive, solutions-oriented mindset with enthusiasm for leveraging AI
and automation to scale operations
