Manager, Customer Engagement Operations

About Zest AI

Zest AI, established in 2009, is using AI-led technology to reshape the U.S. consumer credit landscape, helping lenders find creditworthy borrowers that traditional approaches may miss. Its platform supports financial institutions of varying sizes with improved underwriting precision, broader access to credit, and stronger lending experiences.

The company has built more than 600 live AI models and holds over 50 issued and pending patents. Its solutions support marketing, underwriting, fraud detection, and lending intelligence, and it works with financial institutions from its Los Angeles headquarters to help improve lending decisions and reinforce the U.S. financial system.

Role Overview

Zest AI is hiring a strategic operator to create and own the Customer Engagement Operations function. This is a high-visibility position focused on one core objective: retaining and expanding the customer base. The role partners closely with Customer Success leadership to identify what is performing well, where accounts are at risk, and what changes are needed to improve outcomes.

Reporting to the Director of Revenue Operations, this position collaborates daily with CS leaders on renewal strategy, churn prevention, team performance, customer health, and coverage model scaling. Tools such as Planhat, dashboards, health scoring, and playbooks are supporting mechanisms; the priority is sound business judgment backed by data and efficient processes.

This is a true build-from-scratch opportunity with direct access to the full commercial data stack and close alignment with Sales Ops, Marketing Ops, and Finance. The role is designed for someone who can spot issues, shape solutions, and drive execution with credibility and autonomy.

Key Responsibilities

• Act as the lead administrator for Planhat, handling setup, data quality, access management, and ongoing improvements.
• Create and refine the data foundation for Customer Engagement, including both direct and indirect measures of success.
• Redesign customer health scoring so it better identifies risk and upside potential than the current model.
• Develop and maintain executive-level dashboards that show portfolio health, retention movement, and team performance in real time.
• Define CS KPIs, document them clearly, and establish a regular reporting rhythm and ownership structure for the team.
• Build the escalation process so Customer Success has fast, clear pathways to resolve high-risk account issues.
• Produce and maintain lifecycle playbooks covering onboarding, EBR/QBRs, renewals, expansion, and churn-risk scenarios.
• Own the full NPS and CSAT workflow, from survey setup and delivery timing to response handling and trend analysis.
• Set up feedback loops that bring Voice of Customer insights to product teams, CS leaders, and executives.
• Work with CS leadership to identify churn risks early enough for action.
• Analyze capacity and workload to keep coverage ratios and account assignments scalable.
• Design a scaled customer success approach for lower-tier accounts that delivers value and supports retention without requiring proportional headcount growth.
• Create automated engagement sequences, adoption nudges, and milestone communications for that customer segment.
• Shape lifecycle strategy by mapping the ideal customer journey from contract signature through renewal across segments.
• Build programs that improve product adoption and engagement in ways that support retention outcomes.

Requirements

• At least 5 years of experience in Customer Success Operations, Revenue Operations, or a similar function, ideally in B2B SaaS.
• Hands-on ownership of a CS platform such as Planhat, Gainsight, Totango, or a similar tool at the administrator level.
• Demonstrated success creating CS reporting, health scoring, or forecasting models that produced measurable business impact.
• Experience supporting named-account CS teams in financial services, fintech, or enterprise SaaS is a strong advantage.
• Strong analytical ability with comfort in Excel or Google Sheets and Planhat report building, always focused on answering a business question.
• A business-first mindset that can turn CS strategy into the right data model, workflow, or dashboard.
• The ability to evaluate inefficiency and determine whether the right fix is process, tooling, communication, or organizational structure.
• Strong presentation and communication skills for working with CS leadership and executive audiences.
• Self-directed ownership and comfort operating independently in a fast-changing environment with an evolving playbook.
• Bonus: familiarity with Salesforce reporting, SOQL, and workflow rules.
• Bonus: exposure to credit unions, community banks, or financial technology clients.
• Bonus: experience building or managing a programmatic/digital Customer Success motion.
• Bonus: experience with renewal forecasting in a SaaS RevOps or CS Ops setting.

Perks and Benefits

• Work for a mission-driven organization.
• Strong team culture and highly regarded colleagues.
• Comprehensive medical, dental, and vision coverage.
• Participation in an annual bonus program.
• 401(k) plan with a generous company match.
• Employee recognition and awards programs.
• 11 paid company holidays.
• Winter shutdown from Christmas Eve through New Year’s Day.
• Unlimited vacation policy.
• Employee resource groups and DEI forums.
• Family leave policy offering 12 weeks of maternity leave and 6 weeks of paternity leave.
• Phone and internet stipend.
• Employee events, including quarterly town hall meetings.
• For the Burbank, CA area hybrid setup, typically one day per week in office.
• Free daily lunches from local restaurants and a fully stocked kitchen.
• Modern, dog-friendly office with lounge and gaming spaces.
• Complimentary manicures, pedicures, and mindfulness sessions.
• Reimbursable membership to the onsite gym.
• Company happy hours, social events, outings, volunteer opportunities, and more.
• Onsite car wash service.

Additional Information

Zest AI is committed to building a diverse, inclusive workplace where all employees are welcomed, valued, and supported in reaching their full potential. The company believes that diverse backgrounds and perspectives strengthen innovation and drive better results. It encourages professionals from underrepresented groups in technology and financial services to apply.

The company’s core values are Collaboration, Communication, Client-centricity, Bias for Action, and Heart.

Learn more at Zest.ai and connect with the company on Twitter @Zest_AI or through its Insights blog.