Customer Success Strategy & Operations Manager

Quick Facts

• Lead Customer Success strategy and operations with a focus on customer value delivery
• Build models, metrics, dashboards, and experimentation to drive retention and growth
• Partner with senior leadership on operating cadence and decision forums

Description

You will evolve Customer Success value delivery as the organization expands into new knowledge-work use cases. Starting as a generalist across Customer Success, you will focus on solutions architecture, digital and scaled motions, and grow into deep business-unit expertise end to end.

Responsibilities

• Design segmentation, coverage, and capacity models to align service models with growth and efficient headcount allocation
• Define core Customer Success metrics and compensation models; build dashboards and tools for frontline teams and leadership
• Analyze product usage to identify patterns predicting activation, expansion, retention, and churn; convert them into signals and plays
• Design and run rapid experiments with hypotheses and control groups; scale what works and retire what doesn’t
• Build leadership operating cadence (business reviews, planning, decision forums) and track performance to translate trends into actions
• Help build a scaled engagement model connecting data, tooling, digital touchpoints, and human coverage

Requirements

• 5+ years of experience in revenue strategy and operations, customer strategy and operations, or business operations
• Experience analyzing product usage data with SQL or a comparable analytics tool

Benefits

• Annual salary range: $250,000–$300,000 USD (level and base salary determined case by case)
• Equity
• Comprehensive medical, vision, and dental coverage
• 401(k) retirement plan
• Short- and long-term disability insurance
• Life insurance
• Various other discounts and perks