Shape the future of customer success operations by building and refining the systems that power customer retention and growth. In this role, you'll architect the infrastructure behind onboarding, adoption, renewals, and expansion, ensuring every process is efficient, measurable, and aligned with long-term customer outcomes.
What You’ll Do
- Manage and evolve the technology stack supporting customer success, integrating platforms to support scalable lifecycle management
- Optimize CRM and customer success tools with a focus on data accuracy, automation, and process reliability
- Design intelligent workflows that reduce manual effort and improve customer experience across key touchpoints
- Develop customer health models using engagement, usage, and behavioral data to predict risk and identify growth opportunities
- Build dashboards and reporting structures that track retention, product adoption, and time-to-value
- Translate strategic goals into operational playbooks in partnership with leadership
- Collaborate with Sales, Product, Support, and Finance to align handoffs and improve cross-functional efficiency
- Lead initiatives that remove bottlenecks and scale operations through technology and process innovation
- Introduce new tools and AI-driven capabilities to enhance lifecycle management
- Establish documentation, governance, and best practices to support sustainable growth
What We’re Looking For
- 5–7 years in operations roles within B2B SaaS or high-growth tech environments
- Proven experience designing customer lifecycle strategies in subscription-based models
- Deep familiarity with Salesforce and customer success platforms like Gainsight, ChurnZero, Totango, or Catalyst
- Skill in building automation and scalable operational frameworks
- Strong analytical ability—defining KPIs, creating dashboards, and deriving actionable insights from data
- Experience working closely with Customer Success, Sales, Product, and Finance teams
- Track record of leading complex initiatives from design to execution
- Bachelor’s degree in Business, Analytics, Finance, or a related field
Preferred Traits
- A mindset focused on continuous learning and improvement
- Creative problem-solving skills with a drive to innovate
Work Environment
This role is open to remote candidates within the U.S. The team operates in a flexible, remote-friendly model with a culture that values authenticity, collaboration, and personal growth.
Compensation & Benefits
Salary range: $123,000–$143,000 per year. The package includes meaningful equity and benefits designed to support long-term well-being and professional development.
Our Culture
We value respect, inclusion, and continuous learning. Our team is supportive, diverse, and driven by passion and potential. We believe great ideas come from all backgrounds and are committed to creating an environment where everyone can grow.
