Customer Success Strategic Operations Lead

You will:

• Optimize Workflows & Automate Processes: Streamline and automate workflows to reduce costs, improve team productivity, and allow a stronger focus on strategic customer interactions.
• Enhance Customer Experience & Drive Retention: Develop and implement tools and processes to address pain points, improve satisfaction, reduce churn, and increase customer lifetime value.
• Enable Revenue Growth through Account Monitoring: Establish frameworks for monitoring account health to identify upsell and cross-sell opportunities, and manage CS system architecture for continuous improvement.
• Leverage Data for Strategic Insights: Analyze customer data to optimize pre- and post-sales strategies, track experience indicators, and generate actionable insights for leadership decision-making.
• Manage Customer Lifecycle & Product Alignment: Refine lifecycle and segmentation strategies, facilitate feedback loops between Product and CS, and maintain a central knowledge base to align efforts across teams.

How Success will be Measured in this Role:

• Operational Efficiency & Strategic Focus: Reduced costs and streamlined processes, allowing CS teams to focus on high-impact activities that enhance customer value (e.g. Bookings per headcount).
• Customer Retention & Revenue Growth: Lower churn, improved satisfaction, and increased upsell/cross-sell opportunities through proactive account monitoring and retention programs (e.g. CSQLs)
• Data-Driven Alignment & Continuous Improvement: Leveraging data to align Product and CS strategies, ensuring roadmaps meet customer needs and drive ongoing enhancements across teams(e.g. CSAT, incident resolution time).
• Within 12 months, the person in this role should achieve a 20% reduction in cost-to-serve through streamlined processes and automation, while maintaining or improving customer satisfaction scores and retention rates.

Other characteristics of the ideal candidate:

• 5+ years of experience in customer success, operations, or process optimization roles, ideally within a SaaS, B2B technology, or high-growth startup environment where they’ve managed scalable solutions and driven data-informed strategies across customer-focused teams.
• Proficient in Customer Success, CRM, and Data Analytics Tools: Proficiency in platforms like Gainsight, Salesforce, Metabase, Tableau, and Excel to track customer health, manage data, and generate insights for decision-making.
• Experience with Project Management and Collaboration Software: Familiarity with tools like Linear, Notion, and Slack for workflow optimization, cross-functional collaboration, and maintaining a centralized knowledge base.
• Strategic and Big-Picture Focused: Skilled in aligning customer success and product goals with broader business strategies.
• Process Optimization Expert: Experienced in creating efficient, automated, and scalable solutions that enhance team productivity.
• Customer-Centric Approach: Deeply empathetic to customer needs, ensuring exceptional service and experience.
• Data-Analysis Experience: Basic programming skills (python, sql, workflow tooling) to be leveraged to drive insights and track performance metrics.
• Strong Cross-Functional Communicator: Collaborative, bridging technical and customer-focused teams effectively across the organization.