Executive Business Partner, Customer Success
Partners with the SVP of Customer Success to improve executive leverage and organizational operating rigor. The role combines executive support, business analytics, forecasting, cross-functional program execution, and synthesis of operational data into actionable insights.
About the job
Responsibilities
- Strategically manage and prioritize the SVP of Customer Success’s calendar, meetings, commitments, travel, events, and offsites.
- Prepare the SVP for customer, executive, board, leadership, and cross-functional meetings with relevant context, data, materials, and decisions.
- Prioritize incoming requests, track decisions and commitments, and ensure follow-through.
- Organize executive communications, presentations, agendas, and internal updates.
- Participate in Customer Success forecasting, business reviews, and operating meetings.
- Analyze retention, renewals, expansion, consumption, customer health, risk, capacity, and other Customer Success metrics.
- Investigate data sources, calculations, gaps, inconsistencies, and unsupported forecast assumptions.
- Partner with Customer Success leaders to improve forecast and reporting accuracy and develop meaningful insights.
- Synthesize complex operational information into concise executive narratives covering performance, drivers, risks, opportunities, and actions.
- Support executive leadership meetings, board meetings, quarterly business reviews, strategic planning, and recurring operating rhythms.
- Establish reporting expectations, track commitments, surface issues, and strengthen accountability across Customer Success.
- Support high-priority Customer Success initiatives from problem definition through execution.
- Structure ambiguous problems by defining workstreams, owners, dependencies, timelines, data needs, and decisions.
- Coordinate cross-functional initiatives with Sales, Finance, Revenue Operations, Product, Support, and other teams.
- Develop dashboards, trackers, documentation, processes, and lightweight operating mechanisms.
- Identify operational friction, data gaps, and process breakdowns and recommend improvements.
- Maintain action registers and coordinate special projects for the SVP.
- Synthesize information from meetings, email, Slack, CRM, customer systems, and financial data into decisions and next steps.
Requirements
- Exceptional executive partnership and support capabilities.
- Strong business acumen, analytical thinking, operational judgment, project management, and follow-through.
- Ability to understand business metrics, their underlying data, relationships, and implications.
- Ability to challenge assumptions, investigate inconsistencies, and turn analysis into actions.
- Ability to work effectively across Customer Success and cross-functional teams.
- Comfort operating in a rapidly changing, AI-first environment and adopting advanced AI tools.
Nice-to-haves
- Experience supporting a senior Customer Success executive.
- Experience with forecasting, renewals, customer health, operating reviews, or business analytics.
- Experience preparing executive or board materials and coordinating strategic initiatives.
- Experience building dashboards, trackers, and operating processes.
Skills
Business Analytics, Project Management, Forecasting, Renewals, Customer Health, Data Analysis, Dashboarding, CRM, Revenue Operations, Cross-Functional Coordination
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