Strategy & Operations, Customer Success
Upload My Resume
Drop here or click to browse · PDF, DOCX, TXT
Responsibilities
- Operationalize CS Strategy: Develop and refine processes, tools, and workflows to scale Customer Success operations. This includes customer segmentation, onboarding workflows, lifecycle mapping, and playbook development.
- Analyze Business Dynamics: Partner with internal stakeholders on reporting & analysis of metrics such as NRR, GRR, churn, product adoption, health score, and customer sentiment. Use these insights to provide early warnings and refine CS strategies.
- Optimizate the Customer Journey: Enhance the end-to-end customer journey, ensuring smooth transitions across all post-sales touch points from onboarding through support and renewal.
- Support Strategic Planning: Collaborate with Finance and CS leadership on planning cycles, including headcount planning, capacity modeling, and quota setting. Provide relevant historical data for informed decision making.
- Drive Process Improvements: Identify inefficiencies and implement improvements to CS workflows, customer onboarding, account transitions, and renewal processes. Implement & deploy KPIs to measure performance against strategic initiatives.
- Optimize CS Systems: Define the business requirements to improve Customer Success efficiency, efficacy, and scalability. Partner with RevOps teammates to implement changes to tools (CRM, health scoring platforms, etc)
- Collaborate Cross-functionally: Ensure alignment with Sales, Product, and other teams to align resources with customer needs and forecasted growth.
- Support Change Management: Lead the roll-out and adoption of new processes or workflows to the CS team. Partner with Enablement on larger scale change programs.
- You could be a great fit if you:
- Are a self-starter, innately curious in your approach
- Bring both SaaS & financial literacy, offering an informed perspective on CS benchmarks (e.g.ideal book sizes)
- Have a strategic mindset, with the ability to distill data into actionable recommendations
- Are detail-oriented and committed to data accuracy and process quality
- Have experience in fast-growth SaaS environments, ideally in a Customer Success or Revenue Operations role
- Are skilled in CRM reporting, with preference for HubSpot experience
- Work autonomously, managing multiple tasks and deadlines effectively
- Are an excellent communicator, both verbally and in writing
- This role may not be a fit if:
- You’re unwilling to manage both high-level strategy and hands-on execution
- You’re uncomfortable with ambiguity and prefer structured, predefined assignments
- You prefer focused work on a single project at a time
- You prefer working within a single team rather than across multiple teams
Benefits
- Competitive salary with performance bonuses based on revenue growth and customer health improvements.
- Comprehensive benefits package including medical, dental, vision insurance, life insurance options for spouse/dependents at varying levels of coverage (up to $500k).
- 401(k) plan with company match up to a certain percentage and employer contribution.
- Paid time off policy offering two weeks of paid vacation per year, plus holiday pay for federal holidays not observed by the employee's home state or country.
- Flexible work schedule options including remote working days/weeks as needed with approval from management and adherence to performance expectations.
- Employee assistance program (EAP) providing confidential counseling services, legal advice, financial planning resources, and more for employees and their families.
- Professional development opportunities through internal training programs, external courses sponsored by the company, conferences attendance reimbursement up to $2k per year, mentorship program pairings with senior leaders within or outside of our organization.
Similar Jobs
9h ago