Customer success operations leader

📐 About the role:

The Customer success operations leader will be a key leader in our GTM Operations team. They will help the Customer Success (CS) organization realize its vision of helping customers use generative AI applications that create meaningful business value. This role will directly partner with the VP of Customer Success to design and execute operational strategies, processes, and systems that support the full customer lifecycle—from onboarding to renewal and growth.

You will own and drive the success of strategic initiatives, organizational design, customer journey orchestration, and operational tools. By leveraging your analytical and operational expertise, you’ll forecast future needs, enhance customer experience, and optimize team performance. As a member of the CS leadership team, you will play a pivotal role in shaping and executing the CS strategy.

🦸🏻‍♀️ Your responsibilities

• Strategic planning and organizational design 

  • Partner with CS leadership to establish and align an annual fiscal plan with organizational goals.

  • Design the structure, roles, responsibilities, and KPIs for the CS organization.

  • Forecast headcount, capacity, and territory planning to ensure alignment with corporate growth targets.

• Customer journey optimization

  • Lead initiatives to refine the customer journey, driving adoption, satisfaction, and improved GRR & NRR.

  • Determine the timing and content of CSM touchpoints to improve customer outcomes.

  • Develop and operationalize customer health score strategies, including automation and digital success motions.

• Data analysis and reporting

  • Track and analyze key performance indicators, including NRR/GRR, through executive-facing dashboards and decks.

  • Collaborate with the Analytics team to uncover insights that inform CS strategy and actions.

  • Monitor leading indicators of renewal and upsell opportunities, providing actionable recommendations to the team.

• Process and technology enablement 

  • Evaluate, implement, and manage software that enhances the CS organization's efficiency and effectiveness.

  • Collaborate cross-functionally with Revenue Ops, GTM Systems, Analytics, Product, and Finance to align data and systems.

  • Translate technology and data requests into concrete requirements and solutions.

• Team collaboration and project management 

  • Serve as the unofficial chief of staff to the VP of Customer Success driving all cross functional initiatives and projects forward.

  • Partner with leadership to ensure seamless communication, prioritization, and execution of strategic goals. 

  • Manage 1 CS Operations Manager with goal of continuing to grow the team as the business scales. 

⭐️ Is this you?

• 7+ years in GTM operations (Sales, Customer Success, Services, or Support).

• Deep knowledge of SaaS business models, customer lifecycle metrics, and best practices.

• Proven expertise in Salesforce, Google Sheets/Excel, and business intelligence tools.

• Familiarity with leading SaaS GTM technologies.

• Strong analytical, project management, and process design capabilities.

• Exceptional communication skills for senior executive audiences.

AND

• High intellectual curiosity and a proclivity to lean into a new subject matter

• A trusted advisor and partner for all levels of the organization

• Intrinsically motivated: you set the highest possible bar for what you build and ship

• Proficiency in navigating ambiguous situations and implementing first-principles thinking.

• An eye for spotting an opportunity, intuition for determining which ones to prioritize, and courage to follow through

• Possesses humility — no work is too trivial if it’s impactful

• Resilient and open to honest (and kind) feedback; tough skin

• Self-aware and committed to learning the why for both successes and failures

• Experience managing and building relationships across multiple departments and stakeholder levels

• A natural affinity to our values of connect, challenge, own

• #LI-Hybrid

Tech stack

• We rely heavily on Salesforce as our source of truth. These are some of the tools we use across teams: 

  • Marketing: Hubspot, 6Sense, Leandata

  • Sales: Apollo, LinkedIn, RevOps, Gong, CaptivateIQ

  • Customer success: Vitally, Airtable

  • Business Intelligence: Omni, Hightouch

🍩 Benefits & perks (US Full-time employees)

• 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:

  • Home office setup, cell phone, internet

  • 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

Writer is an equal-opportunity employer and is committed to diversity. We don't make hiring or employment decisions based on race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Under the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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