Customer Success Strategy & Operations Manager
Lead CS operations and strategy to optimize customer journeys, resource allocation, and operating rhythms for a high-growth SaaS company. Design scalable processes, build analytical models, and partner cross-functionally to drive retention and expansion outcomes.
What You'll Achieve
Customer Journey & Value Creation
- Design and optimize the end-to-end customer journey, including milestones, success metrics, and playbooks from onboarding through adoption, expansion, and renewal
- Build frameworks that translate business outcomes into scalable operational motions using an AI-native approach
- Establish leading indicators of customer health and risk
- Partner cross-functionally to continuously refine the journey based on data
Strategic Partnership & Global Influence
- Develop analyses to design, set, and measure strategy for global Customer Success and Customer Experience
- Present optionality to leadership to inform annual and in-year plans
- Lead through influence across GTM Leadership, BizTech, Data, Finance, and other teams
CS Segmentation, Coverage & Resource Modeling
- Design, build, and manage a model that guides resource allocation globally by segment
- Partner with GTM and RevOps Leadership to define segment-specific coverage models and highest-impact activities
- Monitor and report on segment performance
Operating Cadence
- Develop and mature a rigorous, consistent, predictable operating rhythm
- Build KPI reviews that identify risks and trends to enable data-driven decisions
- Generate insights about performance and drivers to guide critical decisions
- Partner with RevOps, GTM Leads, and BizTech to establish robust global operating processes
Data, Process & Tooling
- Design and maintain core processes including attainment reporting, forecast vs. actuals, and At Risk Account Reviews
- Partner with Data and BizTech to streamline daily team operations and build AI workflows
- Provide leadership with comprehensive insights leveraging tools such as Zendesk, Assembled, Gainsight, Salesforce, Tableau, and Hex
Skills You'll Need to Bring
- 5+ years working in Customer Operations and/or Strategy in a high growth SaaS model
- Strong analytical skills — can model any operational question full cycle (develop assumptions and output)
- AI-native approach to building workflows, insights, and end-to-end systems between humans & agents
- High EQ — works well with stakeholders, gains trust, enjoys working with people
- Senior presence — can convey complex information to executives clearly and concisely; can resolve tradeoffs
- Effective communicator across levels and audiences
- First principles problem solver — dimensionalizes problems, demonstrates history of lateral thinking
- Hands on — extensive experience and interest in building from scratch
- Ownership — high ownership mentality demonstrated by developing projects of >6-12 months length
- Notion power user or desire to learn
Nice to Haves
- Customer-facing experience on an account team (Onboarding, CS, Account Management, etc.)
- Experience with statistical methods, SQL, Tableau, Python and/or other advanced analytics and BI/Dashboarding
- Experience using Zendesk, Gainsight and Salesforce
- Experience using Notion
- History of promotions or progressive responsibilities at work
BA / BS required
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