Senior Manager, Customer Operations

Pricebook Digital is a leading Technology/SaaS application provider to the HVAC industry, providing top-rated sales and pricing products and services. The Senior Manager, Customer Operations is responsible for leading the end-to-end customer lifecycle for PricebookPlus and PricebookCore software products, ensuring a seamless experience from onboarding through retention while driving operational excellence across support, training, and customer engagement.

Responsibilities:

• Lead the PricebookPlus Operations team, overseeing the full customer lifecycle including onboarding, training, support and retention for PricebookPlus and PricebookCore
• Manage and develop the operations team by establishing KPIs, conducting performance reviews, and driving ongoing coaching and training to ensure strong technical expertise and customer support capabilities
• Ensure a seamless customer experience by optimizing onboarding processes, maintaining responsive support operations, and implementing proactive retention strategies to reduce churn
• Build and maintain strong relationships with customers, vendors, data partners, and corporate stakeholders to support long-term engagement and growth
• Partner cross-functionally with Development, Sales, Data, and Catalog teams to:
• Communicate customer needs and prioritize product enhancements
• Manage bug reporting and support feature rollouts
• Improve system usability and UI/UX
• Ensure alignment across the sales-to-onboarding pipeline
• Manage relationships with data subscription partners, including API processes, data flow coordination, and issue resolution
• Leverage customer data and tools to monitor performance, identify trends, and drive data-informed decisions related to engagement and retention
• Oversee pricing integrations and distributor relationships in coordination with the Pricebook Catalog team, ensuring accuracy and timely resolution of issues
• Act as a key advocate for customers and internal users, ensuring feedback is incorporated into product development, data structure, and operational improvements
• Support sales efforts by identifying expansion opportunities during onboarding and support interactions, and participating in industry events, trade shows, and training as needed
• Facilitate cross-functional training to ensure teams are aligned on product functionality, processes, and customer experience standards

Requirements:

• 5+ years of experience in customer operations, customer success, or related roles
• Proven experience leading or managing teams in a SaaS or technology-driven environment
• Demonstrated success managing customer lifecycle functions including onboarding, support, and retention
• Experience working cross-functionally with product/development, sales, and data teams
• Strong experience with KPI development, performance management, and process improvement
• Experience using customer analytics and engagement tools to drive decision-making
• Bachelor's degree in Business, Operations, Technology, or a related field (or equivalent experience)
• Software experience HubSpot and Microsoft 365 required