Branch

Customer Success Operations Manager

Branch

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $110,000 - $120,000 per year

About the role

  • 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
  • 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
  • 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
  • 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
  • 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
  • Identify usage growth patterns in Looker that indicate upsell potential
  • Create structured processes for surfacing qualified opportunities to Sales
  • Partner with the GTM CRM Administrator to define segmentation logic and reporting requirements

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.
Benefits
  • Market-leading medical, dental, and vision insurance
  • Stock options
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer success strategysegmentation modelscustomer health scoring frameworkcampaign performance analysisautomated solutionsdata insights translationusage growth pattern identificationstructured lifecycle playbookspayout monitoringintervention thresholds
Soft Skills
analytical skillswritten communicationcross-functional collaborationbuilder mindsetproblem-solvingproactive education initiativesengagement strategy refinementstructured check-inscustomer engagementsolution-oriented