Branch - Customer Success Operations Manager
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Requirements
• 5+ years of experience in Customer Success, CS Operations, Growth, or usage-based SaaS/fintech environments • Experience operating in a tech-touch or scaled portfolio model • Strong analytical skills with the ability to interpret behavioral and revenue data; comfortable working directly in BI tools such as Looker to build and modify reports • Hands-on experience with HubSpot (segmentation, campaign execution, and CRM data management) and familiarity with BI/analytics platforms (Looker preferred) for usage and revenue reporting • Demonstrated ability to translate data insights into structured customer programs • Strong written communication and cross-functional collaboration skills • Demonstrated experience using AI tools (e.g., Claude, ChatGPT, Copilot) to build workflows, automate tasks, or create operational tooling — not just prompting, but building • Builder mindset: a bias toward creating solutions over requesting them, with comfort iterating quickly and learning by doing • Preferred • Experience with workflow automation platforms (e.g., n8n, Zapier, Make) to connect systems and automate multi-step processes • Familiarity with AI-assisted data analysis, reporting, or content generation in an operational context • Track record of identifying a manual process and independently building an automated replacement
Responsibilities
• Scaled Customer Success Program Design • Design and operationalize the tech-touch Customer Success strategy for ~1,000 non-managed accounts • Develop segmentation models based on account size, payout trends, user growth, and engagement signals • Build structured lifecycle playbooks covering onboarding, activation, growth, and re-engagement • Behavioral Health & Silent Churn Detection • Define and implement a customer health scoring framework using data from Looker (usage and revenue signals) and HubSpot (account and engagement data) • Monitor payout volume, transaction frequency, and roster trends in Looker to detect early signs of decline • Establish thresholds and triggers for intervention • Lifecycle Campaigns & Engagement Programs • Design and execute segmented campaigns using HubSpot to drive adoption and engagement • Develop proactive education initiatives to increase feature utilization • Continuously analyze campaign performance and refine outreach strategy • AI-Driven Automation & Building • Use AI tools (e.g., Claude, workflow automation platforms) to design, prototype, and deploy scaled engagement programs, health scoring models, and reporting dashboards • Identify manual or repetitive processes across the Customer Success workflow and build automated solutions to replace them • Collaborate with CX Operations to integrate AI-powered tooling into existing systems and workflows • Stay current on emerging AI capabilities and proactively propose new applications that create leverage across the portfolio • Targeted Direct Outreach • Personally engage with high-risk or high-potential accounts when data indicates intervention could improve outcomes • Conduct structured check-ins focused on usage trends, operational friction, and growth opportunities • Partner with Support and Product to resolve systemic blockers impacting engagement • Expansion Signal Identification • Identify usage growth patterns in Looker that indicate upsell potential • Create structured processes for surfacing qualified opportunities to Sales • Coordinate transitions when accounts move into managed status • Cross-Functional Collaboration • Partner with the GTM CRM Administrator to define segmentation logic and reporting requirements • Work closely with CX Operations to leverage automation and tooling enhancements • Provide structured usage insights to Product and Support to reduce friction and increase engagement • Operate as a power user of Looker and HubSpot as the two primary data systems for this role, pulling usage/revenue data from Looker and account/engagement data from HubSpot to drive decision-making across all program areas • Success Metrics • Success Metrics • Portfolio-level payout and transaction volume trends • Active account retention (behavioral retention) • Adoption of priority features • Reduction in silent churn indicators • Engagement rates across lifecycle campaigns • Qualified expansion signals surfaced to Sales • Measurable efficiency gains from AI-built automations and tools
Benefits
• The base salary range for this role is $110-120k. • The salary range displayed reflects an average base salary range for the position across all the U.S. The base salary offered to an applicant could be higher or lower based on each applicant's specific skill set, depth of experience, relevant education or training, etc. • Location: • This position is classified as REMOTE within the United States of America. • We are unable to hire candidates located outside of the domestic U.S. • Market-leading medical, dental, and vision insurance • Free Premium-Tier Origin Financial Wellness subscription • Monthly home-office stipend • 401k (TransAmerica) • 12-weeks paid parental leave for birthing and non-birthing parents • Flexible time off + sick and safe time • 11 paid company holidays • Working at Branch • Working at Branch • A remote-first company with employees located throughout the U.S., Branch emphasizes transparency, accountability, and trust to create a collaborative environment where our product, engineering, marketing, customer support, customer success, and sales teams can all thrive together. Learn more about what we do in this video! • Our collaborative spirit has helped us become an award-winning FinTech company, with Branch’s innovation and workplace recognized across industries. Branch has been honored by Inc., the Webby Awards, Benzinga FinTech Awards, FinTech Breakthrough Awards, Top Workplaces USA, Great Places to Work, and EY Entrepreneur of the Year, Heartland, among others. • Learn more about our culture, approach, technology, and people here: https://www.branchapp.com/about
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