Strategy & Operations, Customer Success

What you'll do

• Operationalize CS Strategy: Develop and refine processes, tools, and workflows to scale Customer Success operations. This includes customer segmentation, onboarding workflows, lifecycle mapping, and playbook development.
• Analyze Business Dynamics: Partner with internal stakeholders on reporting & analysis of metrics such as NRR, GRR, churn, product adoption, health score, and customer sentiment. Use these insights to provide early warnings and refine CS strategies.
• Optimize the Customer Journey: Enhance the end-to-end customer journey, ensuring smooth transitions across all post-sales touch points from onboarding through support and renewal.
• Support Strategic Planning: Collaborate with Finance and CS leadership on planning cycles, including headcount planning, capacity modeling, and quota setting. Provide relevant historical data for informed decision making.
• Drive Process Improvements: Identify inefficiencies and implement improvements to CS workflows, customer onboarding, account transitions, and renewal processes. Implement & deploy KPIs to measure performance against strategic initiatives.
• Optimize CS Systems: Define the business requirements to improve Customer Success efficiency, efficacy, and scalability. Partner with RevOps teammates to implement changes to tools (CRM, health scoring platforms, etc).
• Collaborate Cross-functionally: Ensure alignment with Sales, Product, and other teams to align resources with customer needs and forecasted growth.
• Support Change Management: Lead the roll-out and adoption of new processes or workflows to the CS team. Partner with Enablement on larger scale change programs.

You could be a great fit if you

• Are a self-starter, innately curious in your approach
• Bring both SaaS & financial literacy, offering an informed perspective on CS benchmarks (e.g. ideal book sizes)
• Have a strategic mindset, with the ability to distill data into actionable recommendations
• Are detail-oriented and committed to data accuracy and process quality
• Have experience in fast-growth SaaS environments, ideally in a Customer Success or Revenue Operations role
• Are skilled in CRM reporting, with preference for HubSpot experience
• Work autonomously, managing multiple tasks and deadlines effectively
• Are an excellent communicator, both verbally and in writing

Benefits

• 10-year exercise window for stock options
• Unlimited PTO with four weeks recommended per year
• Twelve weeks of fully paid family leave in the US
• Generous equipment, software, and office furniture budget
• $100/month education budget with more expensive items (like conferences) covered with manager approval
• If you’re in the US, top-notch health insurance for you and your dependents, with all premiums covered by us