Customer Experience Operations Manager
About Entegrata
Entegrata helps law firms turn data into decision-grade insights. Founded in 2023 and headquartered in Indianapolis, we are a venture-backed SaaS company delivering a turnkey, Azure-based data lakehouse platform purpose-built for law firms. Our platform consolidates siloed legal, operational, and financial data into a single governed source of truth, with AI-powered analytics on top. Our mission is to become the data platform of choice for the top law firms in the world.
The Role
The Customer Experience Operations Manager builds the operational backbone of our CX function. You own the tools, playbooks, metrics, and processes that enable CXMs, Implementation, and Support scale without losing quality. This is a systems-and-process role: you design how the CX org runs, instrument it with data, and continuously improve it as we grow.
Key Responsibilities
Own the CX tooling stack (CRM, ticketing, and reporting) including configuration, integrations, and administration.
Design and maintain playbooks, templates, and standard operating procedures across onboarding, adoption, support, and renewal.
Build health scoring, dashboards, and reporting that give leadership a clear view of portfolio health and team performance.
Refine and track CX metrics (adoption, time-to-value, retention, CSAT, response and resolution times) and drive improvement.
Own renewal and expansion operations: forecasting hygiene, data accuracy, and process orchestration.
Partner with other teams including Finance on customer data integrity and reporting.
Identify process bottlenecks and lead continuous improvement initiatives across the CX function.
What Success Looks Like: 30-60-90 Days
First 30 Days
Audit the current CX tools, data, and processes; document the baseline and gaps.
Establish the initial set of CX metrics and a single source of truth for portfolio health.
By 60 Days
Ship your first standardized playbooks and reporting/dashboards used by the CX team.
Stand up health scoring and a repeatable renewal and expansion operating cadence.
By 90 Days
Deliver measurable improvement in at least one core metric (time-to-value or response time).
Operate a documented, instrumented CX process that scales with headcount and customer growth.
Required Qualifications
4+ years in customer success operations, revenue operations, or a related operations role at a SaaS company.
Hands-on administration of a CRM platform and reporting tools. HubSpot experience preferred.
Strong analytical skills: comfortable defining metrics and building dashboards.
Track record designing scalable processes and playbooks in a high-growth environment.
Excellent cross-functional coordination and communication.
Preferred Qualifications
Experience supporting enterprise or professional services customers.
Familiarity with data platforms, integrations, or Microsoft Azure.
SQL or BI tool proficiency.
Early-stage or startup operations experience.
Compensation and Benefits
Competitive salary, medical, dental, and vision insurance, 401(k) with employer match, unlimited PTO and company holidays, professional development support, and hybrid or remote work options.
If you're energized by fast-moving companies, love being the technical face of a growing platform, and want to build a function rather than join an existing one, we'd love to talk. Apply here.