Architect and evolve our customer success operational strategy, refining organizational structures, roles, and key performance indicators to ensure scalable, AI-powered excellence for enterprise customers
Drive the design and implementation of innovative, AI-first solutions for customer success operations, optimizing everything from CSM staffing models and resource allocation to customer lifecycle management
Build and maintain the end-to-end operational architecture and data integrity across all customer success systems, ensuring precise forecasting of headcount, capacity, and territory planning
Lead the development and automation of executive-facing dashboards and reporting on critical KPIs like NRR and GRR, transforming raw data into actionable insights for the customer success leadership team
Collaborate extensively with cross-functional partners in revenue operations, GTM systems, analytics, product, and finance to align data, systems, and processes that underpin our customer journey
Serve as a strategic partner to the chief customer officer, orchestrating operational cadences, driving cross-functional initiatives, and managing complex projects with precision and accountability
Translate technological and data-related requests into concrete requirements and solutions, ensuring our customer success teams are equipped with best-in-class tools and infrastructure

Requirements

7+ years of progressive experience in go-to-market operations, ideally within customer success operations, revenue operations, or high-growth management consulting, preferably in the B2B SaaS / AI space
Proven expertise in architecting and optimizing customer lifecycle management, recurring revenue models, and operational workflows for enterprise-level clients
Deep technical proficiency with Salesforce as a source of truth, advanced analytics tools (e.g., Omni, Tableau), spreadsheet modeling (Excel/Google Sheets), and a strong understanding of AI tooling

Benefits

Generous PTO, plus company holidays
Medical, dental, and vision coverage for you and your family
Paid parental leave for all parents (12 weeks)
Fertility and family planning support
Early-detection cancer testing through Galleri
Flexible spending account and dependent FSA options
Health savings account for eligible plans with company contribution
Annual work-life stipends for:
Wellness stipend for gym, massage/chiropractor, personal training, etc.
Learning and development stipend
Company-wide off-sites and team off-sites
Competitive compensation, company stock options and 401k

Applicant Tracking System Keywords

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

Hard Skills & Tools

customer success operationsgo-to-market operationscustomer lifecycle managementrecurring revenue modelsoperational workflowsdata integrityforecastingautomationanalyticsspreadsheet modeling

Soft Skills

strategic partnershipproject managementcollaborationcommunicationaccountabilityleadershiporganizational skillsproblem-solvingdata translationcross-functional collaboration