# Strategy & Operations, Customer Success

**Company:** [Ashby](https://hotfix.jobs/companies/ashby)
**Location:** San Francisco, CA
**Role:** Customer Success
**Salary:** $140k – $180k/yr
**Skills:** HubSpot, CRM, SQL, Excel, Data Analysis, Health Scoring, Nrr, Grr, Churn Analysis, Customer Segmentation
**Posted:** 2026-01-20

> Drive strategy, processes, and data insights for Customer Success to optimize retention, revenue growth, and customer health. Partner with leadership on operations, reporting, and cross-functional alignment in a fast-growth SaaS environment.

## Job Description

## 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

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