Customer Experience Operations Manager

Securonix is leading the transformation of cybersecurity by helping organizations stay ahead of modern threats. Security teams are no longer constrained by data or tools. They are constrained by speed, clarity, and confidence. Securonix was built to close that gap. Our mission is to enable security teams to decide and act faster across the entire threat lifecycle.

 
The Securonix Unified Defense SIEM is the industry’s first platform powered by agentic AI and designed with a human-in-the-loop philosophy. It unifies detection, investigation, and response in a single system. Advanced UEBA delivers deep behavioral insight across users, entities, and data. Native threat intelligence continuously enriches detections and investigations with real-world context. AI reinforces every layer of the platform while keeping accountability with the security team.

 
Built cloud-native for scale and performance, the platform enables real-time analytics, deep investigation, and automated response without compromise. Analysts gain faster access to relevant signals. Investigations move from days to minutes. Response becomes consistent and measurable. The result is a CyberOps experience that scales as threats evolve.

 
Securonix is recognized as a six-time Leader in the Gartner Magic Quadrant for SIEM and a Customers’ Choice on Gartner Peer Insights. The company has been featured by leading publications including WIRED, Dark Reading, and Fortune for its innovation and leadership in security operations. Organizations rely on the platform for always-available data, rapid search and investigation, continuously updated threat content, and a fully integrated Threat Detection, Investigation, and Response experience.

 
Backed by Vista Equity Partners, one of the world’s leading enterprise software investors, Securonix benefits from deep operational expertise and a long-term commitment to innovation and growth. This partnership strengthens our ability to scale the platform, accelerate product execution, and support customers as their security needs evolve.

 
With more than 1,000 customers worldwide, including a meaningful portion of the Fortune 100, Securonix operates at global scale. Our ecosystem of partners and managed security service providers extends that reach, helping organizations deploy and operate with confidence wherever they do business. What drives us is how we work.

We win as one team. We operate with trust, respect, and shared accountability.

We are customer driven. Innovation is guided by real security challenges and measurable outcomes.

We act with agility. Change is constant, and we stay aligned on purpose while adapting fast.

That focus is how Securonix helps organizations move from reactive security to proactive, autonomous operations.

Role Overview:

At Securonix, we are hiring a Customer Experience Operations Manager to own and evolve our CX technology ecosystem, with a strong emphasis on AI-driven automation, insights, and scale. 

This role is responsible for optimizing and integrating our CX platforms—Gainsight Suite, Zendesk, Rocketlane, Salesforce, and adjacent tools — while leveraging AI to improve customer outcomes, operational efficiency, and decision-making across the customer lifecycle. 

This is a hands-on role focused on systems architecture, data integrity, and intelligent automation, partnering across Customer Experience, Product, Engineering, and RevOps. 

Key Responsibilities:

CX Technology Stack Ownership 

Own administration, configuration, and optimization of core CX platforms: Gainsight Suite (CS, Community, StaircaseAI, Northpass), Zendesk, Rocketlane, and Salesforce 

Define and execute the CX systems roadmap, including AI-enabled capabilities and automation strategy 

Evaluate and implement new tools, including AI-powered CX and support technologies 

AI-Driven CX Innovation & Automation 

Identify and implement AI use cases across the customer lifecycle (e.g., health scoring, churn prediction, ticket triage, sentiment analysis) 

Leverage AI to automate repetitive workflows, improve response times, and scale customer engagement 

Partner with Product and Engineering to integrate product usage data and AI insights into CX platforms 

Evaluate and optimize use of generative AI for customer communications, knowledge management, and internal productivity 

Systems Integration & Workflow Automation 

Design and maintain integrations across CX, Product, and Engineering systems 

Ensure seamless data flow and interoperability across tools 

Build automated workflows that reduce manual effort and improve scalability, including AI-triggered workflows and alerts 

Data Management, Hygiene, & Governance 

Experience in handling large and heterogeneous data sets to create and conform data insights 

Establish and enforce data quality standards, governance models, and lifecycle management practices 

Ensure accuracy and consistency across customer data (accounts, health scores, tickets, projects, usage data) 

Monitor and remediate data gaps, duplication, and inconsistencies across systems 

Enable AI readiness through clean, structured, and reliable datasets 

Reporting, Analytics & Predictive Insights 

Build and maintain dashboards across Salesforce (SFDC), Gainsight, and BI tools, including reporting aligned to the full sales and customer lifecycle (pipeline, forecasting, renewals, expansion) 

Deliver insights on customer health, adoption, retention, and risk 

Incorporate predictive analytics and AI-driven insights into reporting frameworks 

Define and track CX KPIs, including AI impact metrics (automation rate, resolution time reduction, etc.) 

Cross-Functional Alignment 

Act as the primary liaison between CX, Product, Engineering, and RevOps for systems, data, and AI initiatives 

Drive alignment on tooling strategy, data definitions, and reporting standards 

Support operational cadence (QBRs, forecasting, renewals) through system and AI enablement 

Process Optimization 

Translate CX processes into scalable system workflows 

Identify inefficiencies and drive continuous improvement through automation and AI augmentation 

Standardize customer lifecycle stages and touchpoints across platforms 

Reporting Responsibilities 

Own forecasting infrastructure and reporting (services, renewals, expansion signals) 

Develop executive dashboards for CX performance and operational health 

Track and report on customer lifecycle KPIs, tool adoption, data quality, and AI-driven efficiency gains 

Qualifications Required:

Bachelor’s degree in Business, Technology, or related field 

5+  years of experience in CX Operations, Revenue Operations, or Systems Administration 

2+ years hands-on experience with Gainsight, Salesforce, Zendesk, and/or Rocketlane 

Proven experience managing tool integrations, data models, and system architecture 

Experience implementing or working with AI/automation in CX, support, or operations environments 

Strong understanding of customer lifecycle data and SaaS metrics (NRR, churn, adoption, health scoring) 

Strong analytical and problem-solving skills with a focus on data quality and scalability 

Preferred Skills (Nice to Have):

Experience with AI tools for CX (e.g., Zendesk AI, Salesforce Einstein, Gainsight AI, or similar) 

Familiarity with APIs, middleware (Workato, Zapier, MuleSoft), or SQL 

Experience integrating product analytics and telemetry data into CX workflows 

Background in cybersecurity or SaaS environments 

Experience with BI tools (Tableau, Looker, Power BI) 

Certifications (Optional):

Gainsight Administrator Certification (highly preferred) 

Salesforce Administrator Certification 

Certifications in AI, data, or automation technologies are a plus 

Customer Experience Professional (CCXP) is a plus  

PMP/Scrum certifications are a plus 

What Success Looks Like:

A fully integrated CX tech stack powered by clean, reliable, AI-ready data 

Scalable CX operations through automation and AI augmentation 

Improved customer outcomes via predictive insights and proactive engagement 

Reduced manual effort and faster response times across the customer lifecycle 

Strong cross-functional adoption of CX tools, data, and AI capabilities 

Securonix provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.