Customer Success Strategy & Operations Manager
Core
Design customer success strategy and operations to drive value realization, retention, and growth for a diverse customer base across general knowledge work and new use cases.
Role type
Senior strategy and operations manager (customer success)
Builds
Segmentation, coverage, and capacity models; core metrics and compensation frameworks; dashboards and tools for frontline teams; leadership operating cadence; scaled engagement systems.
Domain
AI/Super Intelligence products (Grok, Colossus) and customer success operations
Deliverable
dashboards & analysis
Required skills
Revenue strategy and operations, customer strategy and operations, business operations, product usage data analysis (SQL), segmentation modeling, capacity planning, metric definition, compensation modeling, rapid experimentation design, leadership operating cadence, scaled engagement system design
Preferred skills
Digital/self-serve customer success, experimentation frameworks, headcount modeling, customer health scores, lifecycle program design, data science background, consumption-based pricing, strategy function build-out
Technologies
SQL
Responsibilities
Design segmentation, coverage, and capacity models; Define core Customer Success metrics and compensation models; Analyze product usage to predict activation, expansion, retention, and churn; Design and run rapid experiments; Build leadership operating cadence; Help build the scaled engagement model
Seniority
Senior, hands-on IC
