Customer Success Operations Leader - Remote

Overview

The Customer Success Operations Leader will play a critical role in the GTM Operations team, partnering with the VP of Customer Success to enhance customer engagement and drive operational excellence.

In Short

• Lead the design and execution of operational strategies for the Customer Success organization.
• Optimize customer journey to enhance satisfaction and retention.
• Utilize data analysis to track performance metrics and inform strategy.
• Manage technology implementations to improve operational efficiency.
• Collaborate cross-functionally to align systems and data.
• Serve as chief of staff to the VP of Customer Success.
• Forecast needs and enhance team performance through strategic initiatives.
• Drive communication and prioritization of strategic goals.
• Mentor and manage a CS Operations Manager.
• Foster a culture of continuous improvement and learning.

Requirements

• 7+ years in GTM operations (Sales, Customer Success, Services, or Support).
• Deep understanding of SaaS business models and customer lifecycle metrics.
• Expertise in Salesforce, Google Sheets/Excel, and BI tools.
• Strong analytical, project management, and process design skills.
• Exceptional communication skills for senior executive audiences.
• High intellectual curiosity and adaptability to new subjects.
• Proven ability to manage relationships across multiple departments.
• Resilience and openness to feedback.
• Experience in strategic planning and organizational design.
• Ability to navigate ambiguity and implement first-principles thinking.

Benefits

• Generous PTO and company holidays.
• Comprehensive medical, dental, and vision coverage.
• Paid parental leave for all parents.
• Fertility and family planning support.
• Flexible spending accounts and health savings account options.
• Annual work-life stipends for home office and wellness.
• Company-wide and team off-sites.
• Competitive compensation, stock options, and 401k.