Customer Success Strategy & Operations Manager
Core
Building the operating system for an AI Deployment Management (CSM) function to drive customer adoption, retention, and growth.
Role type
Customer Success Strategy & Operations Manager
Builds
Operating systems, metrics frameworks, capacity models, segmentation models, health scores, maturity models, playbooks, and dashboards for the CSM organization.
Domain
SaaS / AI tools / Customer Success Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Strategic planning, data analysis, capacity modeling, segmentation modeling, framework operationalization, stakeholder management, project management
Preferred skills
Consulting, finance, data science, customer-facing experience, business operations, sales strategy, services strategy, localization, pricing strategy, consumption-based pricing
Technologies
None explicitly stated
Responsibilities
Establish key metrics and compensation models; Evaluate business performance and guide action plans; Build and optimize headcount and capacity models; Build and optimize segmentation modeling; Operationalize frameworks like health scores and maturity models; Build and operationalize dashboards for KPIs; Establish an end-to-end operating cadence for leadership; Partner with cross-functional teams (RevOps, GTM, Finance).
Seniority
Mid-to-Senior, hands-on builder/strategist