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PDQPDQUnited States

Customer Success Operations Lead

Lead operations for the Customer Success team by owning initiatives from analysis to execution, building dashboards and insights on metrics like churn and expansions, improving processes and systems (Salesforce, Zendesk), and acting as liaison to Business Systems and RevOps. Requires strong analytics, project management, and CRM expertise in a SaaS environment.

Salary not listed
RemoteRevenue Operations

About the role

Responsibilities

  • Partner with CS leadership and frontline managers to build trust in operational processes, align systems and workflows, break down silos, streamline workflows, and own enablement and documentation plans.
  • Build dashboards on key CS metrics (customer health, churn, expansions); proactively surface risks, opportunities, and trends with strategic recommendations; analyze and prioritize efforts across retain, expand, and activate motions; diagnose barriers to customer retention/activation and operationalize solutions.
  • Own CS operational initiatives end-to-end: turn strategy into executable plans, scope requirements, build business cases, manage implementation, drive adoption, iterate post-launch, and measure success; anticipate future needs and design scalable processes and systems.
  • Act as primary liaison between CS and Business Systems, translating technical requirements into practical solutions; partner with Data team and GTM Architect to assess and enhance tech stack; evaluate, recommend, and implement new CS tooling.
  • Serve as thought partner for CS leadership to align operational plans with company objectives.
  • Support continuous improvement through feedback, learning, and iteration.

Requirements

  • Proven track record in Customer Success Operations, Sales Operations, Revenue Operations, or closely related ops role.
  • Strong analytical skills with ability to turn data into actionable recommendations and business cases.
  • Strong project management experience; comfortable proposing, juggling, and completing multiple cross-functional projects.
  • Technically savvy with hands-on expertise in CRMs (Salesforce preferred) and CS platforms (e.g. Zendesk).
  • Excellent communication skills, able to bridge technical teams and leadership.
  • High attention to detail and commitment to quality, accurate work.
  • Proactive in driving to insights and recommendations, identifying risks and opportunities, and building buy-in.
  • Embrace continuous improvement and apply feedback to refine processes, systems, and outcomes.

Nice-to-Haves

  • Experience in a SaaS or subscription-based business model.
  • Familiarity with BI or data visualization tools (e.g. Looker, Tableau).
  • Experience with customer journey mapping or lifecycle program design.

Skills

SalesforceZendeskLookerTableauCRMCustomer Success OperationsRevenue OperationsProject ManagementData VisualizationBusiness Systems

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