GTM Strategy & Operations Lead - Remote

Overview

Data is at the core of modern business, yet many teams struggle with its overwhelming volume and complexity. At Atlan, we’re changing that. As the world’s first active metadata platform, we help organisations transform data chaos into clarity and seamless collaboration.

In Short

• Own and optimise the Customer Success tech stack (e.g., Vitally, Hubspot, Salesforce, Zendesk, Mixpanel, Sigma).
• Design and implement data-driven workflows that help Customer Success Managers (CSMs) prioritise at-risk accounts and identify expansion opportunities.
• Define and operationalise CS and Professional Services playbooks to drive implementation, adoption, retention, expansion, and customer satisfaction.
• Develop and enforce operational rhythms for renewal forecasting, account strategy, risk mitigation, and territory management.
• Analyse customer usage data to provide actionable insights and drive proactive engagement strategies.
• Leverage cutting-edge AI tools and automation to enhance Customer Success performance, reduce friction, and improve efficiency at scale.
• Support business leaders in understanding and leveraging data by creating dashboards, visualisations, and reporting frameworks.
• Work cross-functionally with Product, Sales, Marketing, and Data teams to ensure alignment and collaboration on CS initiatives.
• Take ownership of strategic initiatives and continuously improve the efficiency and scalability of the Customer Success function.
• This is a high-impact, cross-functional role requiring a mix of analytical skills, strategic thinking, and a deep understanding of customer lifecycle operations.

Requirements

• We’re looking for a strategic thinker and problem solver who thrives in a fast-paced, data-driven environment.
• A minimum of 5+ years of experience in Customer Success Operations, Revenue Operations, Sales Operations, Strategy, or a related role.
• Hands-on experience managing CS tools like Vitally, Gainsight, Totango, or ChurnZero.
• Proficiency in CRM and BI tools (Salesforce required; Sigma, Tableau, Snowflake, SQL a plus).
• Strong analytical and problem-solving skills, with the ability to break down ambiguous problems into structured solutions.
• Experience building dashboards and visualizing data to tell compelling business stories. A systems and process mindset, with experience optimizing workflows and implementing scalable processes.
• A passion for innovation and AI-driven operations, with experience using AI tools and automation to enhance customer success outcomes.
• Cross-functional collaboration experience, working with teams across Sales, Marketing, Product, Finance, and Data.
• A proactive and ownership-driven attitude, with a passion for process improvement and efficiency.
• Excellent communication and storytelling skills, with the ability to drive alignment across stakeholders.
• Experience in a startup or high-growth SaaS environment is a plus.

Benefits

• Ownership from Day One: Whether you're an intern or a full-time teammate, you’ll own impactful projects, chart your growth, and collaborate with some of the best minds in the industry.
• Limitless Opportunities: At Atlan, your growth has no boundaries. If you’re ready to take initiative, the sky’s the limit.
• A Global Data Community: We’re deeply embedded in the modern data stack, contributing to open-source projects, sponsoring meet-ups, and empowering team members to grow through conferences and learning opportunities.