Strategy & Operations, Customer Success
Core
Drive strategy, processes, and data-driven insights to optimize customer health, retention, and revenue growth for a Customer Success team.
Role type
Senior Strategy & Operations Manager (Customer Success)
Builds
SaaS customer success operations, lifecycle programs, and data-informed strategic frameworks.
Domain
SaaS / Customer Success / Revenue Operations
Required skills
Strategic planning, process improvement, data analysis, CRM reporting, stakeholder management, change management, financial literacy, SaaS domain knowledge
Preferred skills
HubSpot experience, fast-growth SaaS environment experience, customer segmentation expertise
Technologies
CRM, health scoring platforms
Responsibilities
Develop and refine CS processes and workflows; Analyze metrics (NRR, GRR, churn) to refine strategies; Optimize the end-to-end customer journey; Support strategic planning (headcount, capacity, quotas); Drive process improvements and KPI implementation; Optimize CS systems and tools; Collaborate cross-functionally with Sales, Product, and Finance; Lead change management for new workflows.
Seniority
Senior, hands-on IC with strategic oversight