Senior Customer Strategy & Operations Manager
Strategic advisor and operating partner to the VP of Global Customer Success, owning customer retention, expansion, and post-sales operations at a high-growth B2B SaaS company.
Responsibilities
- Customer analysis at the account level. Get hands-on with the data to understand what drives expansion, what predicts churn, and where the highest-leverage interventions live. Connect product usage signals, customer health, and commercial outcomes and translate the findings into decisions the CS org acts on.
- Forecasting and pipeline rigor for the post-sales motion. Build and evolve how we forecast GRR, NRR, and expansion pipeline.
- The CS operating cadence. Run the rhythm - business reviews, executive deep dives, leadership offsites - and make sure the right questions get asked with the right data behind them.
- CS systems and tooling. Partner with our systems team on our CS platform and its integrations with Salesforce and our product data.
- AI as a force multiplier. Build skills, agents, and automations that the whole CS org can adopt.
- Strategic partnership with Global CS leadership. Act as a true business partner in the room, in the work, jointly owning the outcomes. Coordinate with peers supporting other functions to make sure the post-sales view connects to the broader GTM picture.
Requirements
- 5+ years operating in Revenue Strategy, Sales Strategy, CS Operations, or Business Operations at a high-growth B2B SaaS company. Ideally smaller, fast-moving environments where you own outcomes end-to-end.
- Direct experience supporting a Customer Success or Post-Sales organization. You've worked alongside CS leadership, understand the mechanics of retention and expansion, and have driven measurable impact on GRR, NRR, or churn.
- Hands-on with a CS platform. You've deployed, administered, or deeply operated a CSP. You understand health scoring, playbooks, and lifecycle workflows.
- Strong technical and analytical instincts. You write your own SQL, build your own models, and work directly with operational data.
- Enterprise product experience. You've worked on a product sold to Enterprise customers.
- Structured thinking and commercial judgment. Your work is rigorous, your priorities are clear, and you build for impact.
- Exceptional communication. You can move from a SQL query to an exec-level recommendation in the same hour.
- Genuine, daily AI fluency. You've built skills, agents, or automated workflows that others use.
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