Principle CS Strategy & Operations Manager
Core
Operating backbone of Customer Success org, defining strategy and building systems/data/processes for measurable, repeatable growth.
Role type
Senior IC strategy & operations manager (Customer Success)
Builds
CS org design, segmentation models, playbooks, tooling, metrics, forecasting infrastructure, executive reporting
Domain
Enterprise SaaS / Customer Success / Digital Operations
Deliverable
dashboards & analysis
Required skills
Strategic planning, org design, segmentation, executive reporting, data analysis, program management, cross-functional leadership, OKR setting, compensation design
Preferred skills
Digital/tech-touch engagement models, incident management/observability domain knowledge, public-company reporting cadence
Technologies
Gainsight, Salesforce, Tableau, Looker, Power BI, Sigma
Responsibilities
Define multi-year CS strategy aligned to NRR/GRR; Partner on org design and coverage models; Own executive/board-level reporting; Identify high-impact initiatives for retention/expansion; Represent customer voice to Product/GTM; Partner with Finance on operating plan; Own CS tech stack and customer journey design; Build KPI framework and executive dashboards; Evaluate/deploy AI tools for CSM productivity; Lead renewal operations; Drive cross-functional programs; Lead and mentor CS Strategy & Ops team
Seniority
Senior, hands-on IC with leadership