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Deque Systems, Inc · 20 hours ago

Manager of Customer Operations

United States

Full-time

Remote

Mid Level

4+ years exp

Deque Systems, Inc is a web accessibility software and services company dedicated to Digital Equality. The Manager of Customer Operations will own the Customer Success tech stack and post-sale process governance to enhance Net Revenue Retention by proactively managing customer accounts and optimizing systems.

Software

Comp. & Benefits

Responsibilities

Own the end-to-end renewal forecasting process, ensuring Finance and CS leadership have a real-time view of churn risk and expansion opportunities

Manage and optimize the CS platform (e.g., Gainsight, Channeltivity) and its integration with the CRM (Salesforce) to ensure "one source of truth" for customer health

Collaborate with CS and Product leadership to design and automate "Success Plans" and automated playbooks for onboarding, adoption, and renewal

Establish and report on core metrics, including Time-to-Value (TTV), Health Scores, and Gross/Net Retention rates

Design and execute training for CSMs on new internal processes, playbooks, and commercial policies regarding renewals

Qualification

Customer OperationsGainsightSalesforceSaaS retention metricsData visualization toolsRevOpsCS LeadershipAccessibility knowledgeBusiness degreeOperations degree