CX Operations Manager

About The Company At Smartness, we are building the future of hospitality tech. Our SaaS helps lodging providers boost revenues by 30%+ and get more direct bookings. We are the fastest-growing B2B SaaS in the industry, trusted by 4,000+ clients across 40+ countries, with billions of euros in bookings processed. Backed by top international investors and named one of Italy's Top 10 LinkedIn Startups, we are on a mission to scale globally. About The Role What Will You Do? We are looking for a CX Operations Manager to own and continuously improve the transition from sale to customer success across multiple products. Your goal is to drive internal efficiency while raising the bar on the customer experience during the post‑sale phase, ensuring customers are activated quickly, consistently, and set up for long‑term success. You will lead and develop a team, setting standards, processes, and performance expectations while working closely with multiple stakeholders and teams. Primary Responsibilities Own the end‑to‑end onboarding experience across multiple products, from post‑sale handover to go‑live. Ensure fast, consistent activation and customer readiness to launch with maximum value. Design, implement, and continuously improve scalable onboarding processes and playbooks. Lead, coach, and manage a team of 10 people, fostering high performance, accountability, and professional growth. Operate on the front line with customers, working operationally alongside the rest of the team for ~50% of your capacity. Act as the main point of coordination between Sales, Product, Customer Success, Operations, and Tech teams. Define and monitor onboarding KPIs (time‑to‑value, activation rate, onboarding completion, customer satisfaction). Identify bottlenecks and proactively remove friction in the onboarding journey. Ensure a smooth and effective handover from Sales to Onboarding and Customer Success. Gather and structure customer feedback to inform product and process improvements. Support complex or strategic onboardings when needed. What Are We Looking For? Proven experience owning or leading customer onboarding in a B2B / SaaS / tech environment. Experience managing and scaling teams of 8–12 people. Strong process and execution mindset, with the ability to scale operations across multiple products. Excellent cross‑functional communication and stakeholder management skills. Data‑driven approach with strong ownership of metrics and outcomes. Ability to balance strategic thinking with hands‑on execution. High attention to detail and a strong customer‑centric mindset. Fluent in Italian and English. What Do We Offer? Work in a small and top‑performing team that moves extremely fast where you are extremely important. No jerks or ego‑maniacs. The opportunity to join one of the best travel‑tech sales teams in Europe. A place where your talent can blossom. An environment where mistakes are allowed – we make bold choices to achieve ambitious goals, learn from mistakes, and move forward. Your voice matters – meetings provide space for new ideas and projects, regardless of your role or seniority. Continuous growth – we challenge the status quo, renewing our sales processes and approaches to meet challenging goals. We have fun while working We are easy‑going people. Work with the best software out there to automate repetitive tasks and let you focus on customers and targets. Remote working with frequent opportunities to meet up. Fun and enriching experiences – unforgettable team‑building events that go beyond the usual outings. Competitive salaries and bonuses – as a meritocratic team, we recognize talent and hard work, rewarding them appropriately. Before You Apply We're highly driven and set our goals higher than most, pushing boundaries others may deem impossible. We work much harder than most companies out there. Every day, we step out of our comfort zones, fueling rapid growth and learning, even though it might come with its stress. We hold ourselves and our team to the highest standards of excellence and culture. If you think this role isn't the right match for you, for the benefit of both parties, we may need to part ways. If you believe it could be your next adventure, we warmly invite you to apply and discover your full potential with us Seniorities & Details Seniority level: Associate Employment type: Full‑time Job function: Management and Manufacturing Industry: Software Development #J-18808-Ljbffr