Note: The job is a remote job and is open to candidates in USA. Zest AI is transforming the U.S. consumer credit market through AI-driven technology. They are seeking a Senior Manager for Customer Engagement Operations to build and lead functions that protect and grow the customer base by analyzing data, designing engagement strategies, and collaborating with customer service leadership.
Responsibilities
- Serve as the primary administrator for Planhat, owning configuration, data hygiene, user management, and ongoing optimization
- Design and evolve the Customer Engagement data infrastructure, including direct and proxy success metrics
- Lead the next generation of customer health score design, moving beyond the current model to something that reliably predicts risk and opportunity
- Build and maintain executive dashboards that give CS and company leadership real-time visibility into portfolio health, retention trends, and team performance
- Define, document, and track CS KPIs; establish the reporting cadence and accountability framework across the team
- Design and maintain the escalation management framework, ensuring CS has clear, fast paths to resolution for at-risk accounts
- Create and maintain CS playbooks for key lifecycle moments: onboarding, EBR/QBR, renewal, expansion, and churn risk
- Own NPS and CSAT programs end-to-end: survey design, distribution cadence, response management, and trend reporting
- Design feedback loops that connect Voice of Customer insights to product, CS, and executive audiences
- Partner with CS leaders on churn risk identification frameworks; ensure early warning signals surface in time to act
- Run capacity and workload analyses to ensure coverage ratios and book-of-business assignments are scalable
- Design and operate a scaled CS motion for lower-tier accounts that ensures value delivery and retention without proportional headcount growth
- Build automated engagement programs, adoption nudges, and milestone communications for that segment
- Lead customer lifecycle design efforts, mapping the ideal journey from contract to renewal across segments
- Develop adoption and engagement programs that connect product usage to retention outcomes
Skills
- 5+ years in CS Operations, Revenue Operations, or a closely related function, preferably in B2B SaaS
- Proven experience owning a CS platform (Planhat, Gainsight, Totango, or equivalent) at an admin level
- A track record of building CS reporting, health scores, or forecasting models that drove measurable outcomes
- Experience supporting CS teams covering a named-account book of business in financial services, fintech, or enterprise SaaS is a strong plus
- Analytical strength – able to work with data to build a point of view, not just a report; comfortable in Excel/Sheets and Planhat report building, always in service of a business question
- A business-first thinker who can translate CS strategy into a data model, a workflow, or a dashboard, and knows which problems actually need those
- Someone who sees inefficiency and can diagnose whether the fix is a process, a tool, a conversation, or a structural change – with the credibility to drive it through
- Excellent communication skills, with the ability to present data-driven recommendations to CS leadership and executive audiences
- A high degree of ownership; comfortable working autonomously in a fast-moving environment where the playbook is still being written
- Experience with Salesforce (SOQL, reporting, and workflow rules), as this role interfaces closely with Salesforce data
- Familiarity with credit unions, community banks, or financial technology customers
- Experience building or running a programmatic / digital CS motion
- Background in renewal forecasting within a SaaS RevOps or CS Ops context
Benefits
- The opportunity to join a mission-focused company
- People – the best part of Zest
- Robust medical, dental and vision insurance plans
- Annual bonus plan participation
- 401(k) with generous match
- Employee Awards and Recognition
- 11 company holidays
- Winter break (office closed between Christmas Eve and New Year's Day)
- Unlimited vacation time
- Employee Resource Groups and Diversity, Equity, and Inclusion forums
- Generous family leave policy (12 week maternity leave / 6 week paternity leave)
- Phone and internet allowance
- Employee gatherings, including quarterly Town Hall meetings
- Complimentary daily lunches from LA’s best restaurants and a fully stocked kitchen
- Beautiful, modern, dog-friendly office with lounge and gaming areas
- Complimentary manicures, pedicures, and mindfulness sessions
- Reimbursable membership to the onsite gym
- Company happy hours, social events, outings, volunteer opportunities and much more!
- Onsite car wash service
Company Overview
Company H1B Sponsorship