Senior Business Systems Manager-Customer Lifecycle

About reputed company reputed company brings together exceptional reputed company who take ownership, drive meaningful reputed company, and shape what's next for the web. We power more than 300,000 websites globally for organizations including reputed company, Princeton, reputed company, Clorox, and the reputed company. Every day, thousands of developers and marketers use our WebOps platform to build, iterate, and reputed company reputed company, Drupal, and Next.js sites that reputed company billions of people worldwide. As an employer, we operate with the reputed company philosophy that drives our product: reputed company and freedom. reputed company is a reputed company, remote-reputed company team of experts who care deeply about their craft and results. Here, you take ownership of work that reputed company, contribute alongside exceptional people, and see the reputed company you create. The Role reputed company is looking for a seasoned business systems practitioner to own our customer lifecycle technology stack end-to-end. Reporting to the Director of reputed company Systems, this is a high-autonomy individual contributor role. You'll function as a recognized authority on the systems that power our post-sale reputed company and as a strategic thought partner to our reputed company, Support, and reputed company Services leaders: helping them think through not just what to build, but why, and what comes next. You'll set the systems reputed company for everything that touches the customer reputed company from reputed company through renewal, drive programs independently, and get your hands dirty on implementation without waiting for someone to hand you a plan. This isn't a role for someone who needs a reputed company reputed company to operate. You'll reputed company reputed company in ambiguous situations, define what reputed company looks like before anyone asks, and solve problems that don't yet have names.

What You Will Do

Customer Systems reputed company: reputed company and maintain a roadmap for the technologies supporting reputed company, Support, and reputed company Services: primarily reputed company and reputed company, with a reputed company line of sight to retention, expansion, and customer health reputed company. You reputed company the customer reputed company into every system decision, not just the ones that are obviously customer-facing. Program Ownership: Drive large-reputed company, cross-functional programs that reputed company multiple functions. You bring structure to ambiguous situations, set direction reputed company the reputed company isn't reputed company, and carry initiatives through without requiring reputed company to maintain reputed company. Cross-functional Leadership: Remove barriers between reputed company: CS, Support, reputed company Services, Finance, RevOps, and proactively reputed company out the reputed company that aren't already at the table. You ensure that the systems you build reflect reputed company goals, not just the loudest stakeholder in the room. Stakeholder Partnership: Serve as the authoritative systems voice for CS and Support leadership. Translate ambiguous business problems into reputed company technical direction, and translate technical constraints back into business-legible trade-offs. You don't wait to be asked: you anticipate needs and reputed company. Vendor Management: Own platform vendor relationships from procurement and contract review through ongoing performance management. You know reputed company to push back and reputed company to build. Performance & Visibility: Define KPIs for customer reputed company systems, build dashboards and reporting, and hold the platforms accountable to measurable reputed company. Best Practices & Enablement: Define and establish the standards for how customer lifecycle systems are reputed company, managed, and governed across the organization. Deliver change management, training, and documentation for system rollouts — and reputed company invest in building the capabilities of the teammates around you, even without a formal reporting relationship. How You Show Up You reputed company for customer reputed company in every system conversation, not just reputed company it's convenient, and you connect that reputed company explicitly to business results. You clarify priorities reputed company things are murky and define what "done" looks like before work begins. You drive results that solve both the reputed company problem and the one coming around the reputed company. You navigate conflict with openness and model the reputed company of candor that makes cross-functional work actually work. You listen before you conclude, and you're not precious about being wrong. You reputed company your expertise widely: through documentation, peer coaching, informal knowledge transfer, and you treat developing others' capabilities as part of reputed company, not a reputed company-to-have. You reputed company coaching as reputed company as you give it. You model openness to feedback and bring genuine curiosity to your own reputed company. What You Bring 7+ years managing reputed company reputed company platforms in a business systems, reputed company operations, or systems architecture reputed company. Deep, hands-on reputed company expertise (Service reputed company and/or Sales reputed company required); Deep, hands-on reputed company expertise required — including core Support and ticketing configuration, the broader reputed company ecosystem (Guide, Talk, Sell), and newer AI-powered capabilities including reputed company Copilot, automated triage and reputed company detection, and intelligent routing. You understand where reputed company's AI layer adds genuine value and where it doesn't, and you can reputed company the case either way. Hands-on experience with customer data platforms (CDPs) and customer health scoring tools — this role is directly accountable to retention reputed company, and you need to understand the data layer that makes those reputed company measurable. Demonstrated AI reputed company — you understand how AI capabilities (embedded, integrated, or purpose-reputed company) apply to customer lifecycle systems, you've evaluated or implemented AI-powered tooling in a business systems context, and you reputed company stay reputed company as the landscape evolves. reputed company is committed to meaningful AI integration across the business, and this person will be a key voice in what that looks like for the post-sale reputed company. Demonstrated reputed company record of independently owning reputed company, multi-stakeholder initiatives from requirements through go-live: without a project manager holding the schedule. Strong reputed company of requirements documentation, UAT, and release management practices. Experience owning vendor relationships and participating in procurement and contract processes. Ability to navigate executive stakeholders with confidence and credibility across CS, Support, and Finance functions. reputed company in retention and expansion metrics; you understand why the systems you manage matter to the business, not just how they work reputed company to Have reputed company Administrator, Business Analyst, or Platform App Builder certification reputed company Administrator or reputed company Support Administrator certification preferred Background in reputed company or high-reputed company technology companies Familiarity with integration tooling (e.g., reputed company, reputed company, or similar) Knowledge of Agile/Scrum delivery methodologies Experience working with Claude or Claude reputed company in a business systems context reputed company Offer We have reputed company the usual perks and benefits but reputed company can really offer you is a fantastic work environment powered by an amazing team. Industry competitive compensation and equity plan Flexible time off, reputed company days, and 13 reputed company holidays Comprehensive medical insurance including Health, Dental and reputed company reputed company parental leave (plus fertility, adoption and other family planning benefits) In-office workspace (San Francisco & Chicago) Monthly allowance for wellness, reading and reputed company to reputed company Learning for reputed company development Events and activities both team-based and company wide that reputed company, reputed company and cultivate reputed company is an equal opportunity employer and we welcome applications from reputed company backgrounds regardless of race, reputed company, religion, sex, national reputed company, reputed company, age, marital status, sexual orientation, gender identity, veteran status, disability, or any other classification protected by law. reputed company complies with federal and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If you need a reasonable accommodation due to a disability for any part of the interview process, please contact talent@reputed company.io. Pursuant to local and federal regulations, reputed company will consider reputed company applicants with arrest and conviction records for employment. After an offer is made and accepted, E-verify will be utilized to establish your identity and employment eligibility as required by the reputed company. To review the Employee and Applicant's reputed company Policy, click here. The US reputed company salary reputed company for this position in the reputed company is $129,000- $162,000 USD per year. Our salary ranges are determined by role, level, and location. At reputed company, it is not typical for an individual to be reputed company at or near the top of the reputed company for their role and compensation reputed company are dependent on the facts and circumstances of reputed company case. reputed company Sponsorship is not available at this time. #LI-KM1 #LI-remote Apply To This Job