--- title: 'CX Operations Manager at Certifid, Inc' canonical: 'https://feeny.ai/job/cx-operations-manager-certifid-inc-austin-kzgd0v74pcs5' type: 'job' last_seen: '2026-09-07' --- # CX Operations Manager at Certifid, Inc - **Company:** Certifid, Inc - **Location:** Austin, TX - **Employment:** full-time - **Work type:** hybrid - **Posted:** 2026-08-10 - **Last confirmed live:** 2026-09-07 - **Apply:** https://jobs.ashbyhq.com/certifid/849849e8-cb49-4606-8fca-f857795c239f ## Job description Cybercrime is rising, reaching record highs. According to the FBI's IC3 report https://www.certifid.com/article/2023-fbi-ic3-report-what-you-need-to-know total losses exceeded $16 billion. With investment fraud and BEC sams at the forefront, the message is clear: the real estate sector remains a lucrative target for cybercriminals. At CertifID, we take this threat seriously and provide a platform that verifies the identities of parties involved in transactions, authenticates wire transfer instructions, and detects potential fraud attempts. Our technology is designed to mitigate risks and ensure that every transaction is conducted with confidence and peace of mind. We are guided by core values and a world without wire fraud. Our team is committed to enhancing security and fighting fraud- where your work drives real, meaningful impact. We know we couldn’t take on this challenge without our incredible team and have been recognizes as one of the Best Startups to Work https://builtin.com/awards/austin/2025/best-startup-places-to-work for in Austin, made the Inc. 5000 list https://www.certifid.com/article/certifid-ranks-no-193-in-the-2023-inc-5000, and won Best Culture https://www.purpose.jobs/blog/best-company-culture by Purpose Jobs two years in a row. Our core values define who we are and how we work: - Guard The Customer: We exist to protect people, their money and their trust. We start with their problem and build secure solutions worthy of the responsibility. - Raise The Bar: Growth is something we choose every day. We push ourselves to learn, improve, and do our best work. - Influence Outcomes: Leadership is how you show up. We take ownership, act with urgency, and follow through. - Teamwork Wins: Great work is a team effort. We show up for each other, communicate openly, and get better together. ## About This Role This role owns the operating engine behind everything that happens after the contract is signed: onboarding, adoption, retention, and expansion. You'll design the systems, workflows, and metrics that let a lean, high-touch team deliver a personal, white-glove experience at a scale that spreadsheets and tribal knowledge can no longer support. You are the right fit if you've built or scaled post-sales operations at a high-growth tech company and know how to balance automation and self-service with the judgment calls that still need a human Segmentation, health scoring, playbooks, tooling, and reporting are your native language, and you're energized by making a fast-moving CX org measurably better every quarter. ## What You Will Do Onboarding Operations - Own the end-to-end onboarding operating model — timelines, handoffs from Sales, milestones, and time-to-value targets — across segments from SMB to enterprise. - Build scalable onboarding playbooks and automated workflows (in-app guidance, email/lifecycle sequences, templated implementation plans) that reduce manual lift without losing the human moments that matter most. - Partner with Sales and Implementation to eliminate friction at handoff and shorten time-to-first-value. Retention & Growth Motions - Optimize and operationalize customer health scoring, risk signals, and early-warning triggers that route the right accounts to the right human intervention at the right time. - Build the operating cadence for renewals, expansion, and advocacy motions (QBR frameworks, playbooks, escalation paths) in partnership with CS, Support, and Sales leadership. - Identify and stand up lifecycle campaigns and self-serve resources that scale retention and growth across the long tail of the customer base. Systems, Data & Process - Own the CX tech stack in partnership with the GTM Technology Manager (CRM, CS platform, support/ticketing, BI/reporting) — evaluate, implement, and continuously improve tooling and integrations. - Build the dashboards and reporting that give leadership a real-time view of GRR, NRR, churn/expansion, CSAT/NPS, onboarding velocity, and team capacity. - Run regular process audits to find where scale is breaking the human experience, and fix root causes rather than symptoms. Cross-Functional Leadership - Partner with Product, Engineering, Sales, Marketing, and Finance to represent the voice of the post-sales customer in roadmap, packaging, and GTM decisions. - Contribute to the annual operating plan for the function, including tooling budget and capacity/process planning as the customer base scales. - Coach CX team members on process discipline and data-driven decision-making, and act as the go-to resource for tooling, workflow, and reporting questions across the org — without formal management responsibility. ## What You Will Bring - 6+ years in Customer Success, Customer Experience, or Revenue Operations, including 2+ years focused specifically on post-sales operations, strategy, or systems at a B2B SaaS or tech company. - A track record of building onboarding, retention, or expansion programs from scratch or meaningfully re-architecting them at scale - Fluency with CS and CX tooling (e.g., Gainsight, Vitally, ChurnZero, HubSpot, Salesforce, Zendesk/Intercom) and comfort turning data into dashboards using SQL, Excel/Sheets, or BI tools (Hex or similar). - Strong analytical instincts — you default to defining the metric, building the model, and testing the hypothesis before proposing the fix. - Proven ability to design for scale without losing the human touch that differentiates the experience — you know which moments to automate and which to protect. - Excellent cross-functional communication and project management skills; comfortable presenting operating plans and results to executive stakeholders. - Bachelor’s degree in Marketing, Business, Economics, or a related field. ## What We Offer - Competitive salaries - Excellent medical, dental and vision benefits - Participation in the employee stock option program - Flexible Time Off policy - 401k with generous company match and no vesting schedule - 12 company-paid holidays, 10 paid sick days and your birthday off! - Company paid life insurance - Company paid short and long-term disability - Generous parental paid leave - Wellness reimbursement of $300/year - Remote worker reimbursement of $300/year - Professional development reimbursement We value diversity, equity and inclusion in everything we do. It is our policy to provide equal opportunity to all people without regard to race, color, religion, national origin, marital status, veteran status, age, disability, pregnancy, sex, sexual orientation, gender identity or any other legally protected category. ## About Certifid, Inc ## Company Overview - **One-liner**: CertifID provides end-to-end wire fraud protection and recovery services for real estate transactions, combining software, insurance, and direct recovery support. - **Entity Type**: Private (Series C, total raised $83.52M, last raise $47.5M ~1 year ago) - **Headquarters**: Austin, Texas, USA (with additional offices in Grand Rapids, Michigan) - **Founded**: 2017 - **Founders**: Tom Cronkright, Lawrence Duthler, Tyler Adams ## Core Business - **Primary industry**: Real estate technology, fraud prevention, cybersecurity - **Target customers**: Title companies, real estate agents, law firms, home buyers and sellers (B2B with a consumer touchpoint) - **Mission**: “To protect the world’s most important financial transactions.” ## Products & Services - **CertifID Platform**: SaaS that verifies identities, bank details, and entities before funds are transferred; also secures earnest money deposits and cash-to-close payments in a single secure environment. - **Fraud Recovery Services**: A dedicated team that works alongside the US Secret Service to help victims recover stolen funds – has supported over 800 victims and recovered $127 million. - **Wire Fraud Insurance**: Insurance backing that covers transactions protected by the platform, providing an additional layer of financial security. ## Market Standing - **Valuation/Market Cap**: Not disclosed - **Key Metric**: Total funding $83.52M (Series C); recovered $127M for victims - **Notable Investors/Partners**: Not publicly listed in provided sources; key partner is the US Secret Service for recovery efforts. - **Growth Signals**: Inc. 5000 winner three years running; Great Place to Work® Certified (March 2026–2027); Built In 2026 Best Places to Work; actively hiring for multiple engineering and leadership roles. ## Competitive Advantages - Only company dedicated exclusively to real estate wire fraud with a combined offering of software, insurance, and proven recovery services. - Direct operational partnership with the US Secret Service for fund recovery – a unique capability not replicated by general cybersecurity firms. - End-to-end platform that covers prevention, secure payment handling, and post‑fraud recovery, reducing friction for all transaction parties. ## Strategic Focus - Scaling the team to meet growing demand for fraud protection in real estate; continuing to enhance the platform’s identity verification and payment security features; maintaining high customer satisfaction and expanding market reach. ## Why Work Here - **Culture**: “Join our fight against fraud” – values-driven environment with a clear mission; recognized as a Great Place to Work, Inc. Best Workplace, and Built In Best Place to Work. - **Work model**: Remote (US‑based) or hybrid in Austin, TX or Grand Rapids, MI. - **Benefits**: Health, dental, vision insurance; 401k with company match; 20 days PTO, 12 company holidays, 5 sick days, birthday off; mental health half-days; fitness and professional development budget; generous maternity, parental, and family leave; short‑term/long‑term disability and life insurance; team events and annual summit. - **Interview process**: Transparent 6‑step process (application review, culture interview, hiring manager interview, team interviews, job exercise, offer) designed to respect candidate time and provide mutual discovery. ## Sources 1. [CertifID Homepage](https://www.certifid.com/) 2. [CertifID Careers](https://www.certifid.com/company/careers) 3. [CertifID Company Page](https://www.certifid.com/company/company) 4. [CB Insights Profile](https://www.cbinsights.com/company/certifid) 5. [CertifID LinkedIn](https://www.linkedin.com/company/certifid) ## Other roles at Certifid, Inc - [Director, Marketing Ops](https://feeny.ai/job/director-marketing-ops-certifid-inc-austin-6qznzh1bh49d) — Austin, TX - [Data Engineer](https://feeny.ai/job/data-engineer-certifid-inc-austin-hz6wyxv4q8dr) — Austin, TX - [CX Operations Manager](https://feeny.ai/job/cx-operations-manager-payabli-remote-b4q3ry1mj3cv)