Customer Experience Operations Lead at Ridgeline

Are you a strategic operator who thrives on connecting complex financial, technical, and organizational dots across a high-growth SaaS company? Do you enjoy translating P&L insights into clear operational actions that empower leaders to run their functions like true business owners? Are you excited to leverage AI and unified data systems to scale a high-touch, white-glove customer experience without sacrificing quality or velocity? If so, we invite you to be a part of our innovative team. As a Customer Experience Operations Lead at Ridgeline, you will serve as a strategic architect of our CX operating model—driving clarity, alignment, and scalability across Consulting, Customer Success, Support, and Managed Services. You’ll bridge company-level financial goals with day-to-day execution, enabling leaders to make smarter, faster decisions rooted in data. In our fast-paced environment, you’ll leverage cutting-edge technologies—including AI tools like ChatGPT and internal LLM-powered solutions—to enhance insight generation, workflow automation, and operational rigor, helping reduce cost to serve while elevating customer impact. At Ridgeline, how we work matters as much as what we build. Ridgeliners act like owners, choose growth over comfort, and communicate with transparency. We assume positive intent, bias toward action, and bring solutions—not just problems. We celebrate wins, learn from setbacks, and thrive in a resilient, collaborative, high-performing culture. If this excites you, we’d love to meet you. You must be work authorized in the United States without the need for employer sponsorship. The impact you will have: • Instill an ownership mindset across all CX functions by extending financial fluency throughout Consulting, Customer Success, Support, and Managed Services • Empower functional leaders to operate their teams as accountable business units with clear visibility into P&L, cost drivers, and resource ROI • Provide high-leverage insights that distill complex financial and operational data into actionable narratives for faster strategic decision-making • Architect interoperability across systems such as Salesforce, Kantata, Pendo, Zendesk, and AWS to create a unified and trusted source of truth • Enable proactive and personalized customer engagement through lifecycle insights that directly support Sales velocity and customer referenceability • Partner with Leveraged Engineering to implement AI tooling and internal LLM solutions that transform workflows and reduce cost to serve • Orchestrate cohesive month-end and quarter-end reviews, synchronizing FinOps and HROps processes across CX teams with precision and transparency • Support Sales Operations by strengthening services selling motions, improving scoping accuracy, and increasing staffing confidence • Identify strategic opportunities that support company ambitious growth initiatives and help leadership anticipate risks and opportunities • Manage the CX technology lifecycle, guiding vendor selection, contract renewals, and license optimization for an integrated and scalable tech stack • Model resilience and a growth mindset by learning quickly from setbacks and continuously refining operational frameworks • Foster a collaborative environment rooted in shared accountability, clear communication, and continuous improvement What we look for: • 7+ years of experience in Operations within Customer Experience, Professional Services, or a related function in a high-growth SaaS environment • Deep understanding of P&L management and the ability to translate financial insights into operational strategy • Demonstrated experience leveraging AI tools to materially improve workflows, reporting, or decision-making processes • Familiarity with common CX tech stacks such as Salesforce, Kantata, Pendo, Zendesk, and AWS, with an interoperability mindset • Strong analytical and structured thinking skills with a proactive, solution-oriented approach • Proven ability to build alignment across cross-functional partners including Product & Engineering, Finance, Sales, HR, and Legal • High intellectual curiosity with a desire to dig into root causes and surface meaningful insights • Professional maturity and sound judgment when navigating ambiguity and change • Ability to communicate clearly and effectively with executive and functional stakeholders • Willingness to learn about cutting-edge technologies while cultivating expertise in a business domain or problem space • Serious interest in having fun at work Bonus: • Experience implementing internal AI or automation programs at scale • Background in investment management technology or fintech • Experience supporting usage-based, subscription, or services revenue models About Ridgeline Ridgeline is the first front-to-back system of record for investment managers. Founded by visionary entrepreneur Dave Duffield (co-founder of both PeopleSoft and Workday), the company was created to modernize an industry held back by outdated, disconnected technology. Powered by a single, real-time data set and embedded AI, Ridgeline helps firms automate complexity, accelerate collaboration, and deliver tailored client experiences at scale, without added headcount or risk. Ridgeline is headquartered in Lake Tahoe, with offices in New York, Reno, and the Bay Area, and is recognized by Fast Company as a “Best Workplace for Innovators,” by Frost & Sullivan as a “Technology Innovation Leader,” and by The Software Report as a “Top 100 Software Company.” Ridgeline is proud to be a community-minded, discrimination-free equal opportunity workplace. Ridgeline processes the information you submit in connection with your application in accordance with the Ridgeline Applicant Privacy Statement. Please review the Ridgeline Applicant Privacy Statement in full to understand our privacy practices and contact us with any questions. Compensation and Benefits The cash compensation amount for this role is targeted at $140,000 - $162,000. Final compensation amounts are determined by multiple factors, including candidate experience and expertise, and may vary from the amount listed above. As an employee at Ridgeline, you’ll have many opportunities for advancement in your career and can make a true impact on the product. In addition to the base salary, Ridgeline employees can participate in our Company Stock Plan subject to the applicable Stock Option Agreement. We also offer rich benefits that reflect the kind of organization we want to be: one in which our employees feel valued and are inspired to bring their best selves to work. These include unlimited vacation, educational and wellness reimbursements, and $0 cost employee insurance plans. Please check out our Careers page for a more comprehensive overview of our perks and benefits. #LI-Hybrid