Strategy & Operations Manager, Customer Success
Own strategy, operations, analytics, and AI-enabled process improvement for the Customer Success motion, focusing on onboarding, retention, expansion, and team scalability. The role requires 6+ years of experience, strong analytical and modeling skills, and the ability to influence cross-functional teams without direct authority.
About the job
Responsibilities
- Own the strategy and execution roadmap for onboarding, retaining, and growing larger customer segments.
- Define the operating model for the Onboarding Specialist team, including workflows, capacity planning, and organizational evolution.
- Build analytics tracking onboarding conversion, time-to-value, expansion, and retention by segment.
- Evaluate initiative economics and opportunity costs to prioritize investments and sequencing.
- Design and run experiments across onboarding, lifecycle engagement, and expansion programs.
- Build AI-powered workflows for health monitoring, lifecycle triggers, reporting, and other repeatable Customer Success work.
- Align Sales, Product, Marketing, Finance, and CX on operational requirements and dependencies.
- Take on additional high-priority strategic initiatives as the Customer Success motion matures.
Requirements
- 6+ years of experience in strategy, operations, business analysis, or strategic finance.
- Track record of solving ambiguous problems and building durable solutions.
- Experience building AI-powered workflows that automate repeatable work and change how a function operates.
- Ability to work independently with minimal direction in undefined problem spaces.
- Strong analytical foundation, including modeling and data tools.
- Ability to translate raw data into clear strategic recommendations.
- Proven ability to influence and drive alignment across functions without direct authority.
- Excellent written communication, including strategy documents, operations briefs, and executive summaries.
Benefits
- Competitive health and dental insurance.
- Flexible paid time off.
- In-office lunch twice weekly for NYC and San Francisco employees.
- Late-night dinner stipends.
- Wellhub wellness platform access.
- Annual professional development stipend.
- Five-year recharge stipend for high performers.
- 401(k) eligibility beginning on the first day of employment.
- Dependent Care FSA.
- Paid parental leave.
- Fertility and adoption benefits.
Skills
Business Strategy, Operations Strategy, Strategic Finance, Business Analysis, Financial Modeling, Data Analysis, AI Workflows, Experiment Design, Capacity Planning, Customer Success Analytics, Lifecycle Management, Cross-Functional Leadership, Sales, Product
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