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Role Description

This role is a senior operational position focused on enhancing the efficiency, effectiveness, and scalability of a Customer Success organization. You will design, implement, and optimize processes, tools, and metrics to drive customer satisfaction, retention, and growth. Acting as a strategic partner to leadership, you will manage key initiatives and programs, provide actionable insights from data, and ensure the team has the resources needed to deliver results. The position requires a strong blend of operational rigor, project management expertise, and analytical capabilities, with cross-functional collaboration across sales, product, marketing, and revenue operations. You will lead strategic projects, refine processes, and support team enablement to drive measurable impact on customer success outcomes. This is a highly collaborative role in a fast-paced B2B SaaS environment, offering opportunities to influence organizational performance at scale.

• Develop and standardize Customer Success (CS) processes to ensure consistency, scalability, and operational excellence.
• Lead strategic initiatives and programs aimed at improving customer retention, satisfaction, and overall success using project management methodologies.
• Partner with Analytics to define, track, and report on KPIs that measure the effectiveness of CS efforts, providing recommendations to leadership.
• Maintain accurate documentation of CS operations, processes, and initiatives while contributing to broader organizational programs.
• Manage and analyze customer data to generate actionable insights that inform decision-making and strategy.
• Collaborate with Sales, Product, Marketing, and RevOps teams to ensure alignment on CS initiatives and resolve business challenges efficiently.
• Support training and enablement programs, equipping the CS team with tools, processes, and best practices to achieve goals.

Qualifications

• Bachelor’s degree in Business, Operations Management, or a related field.
• 3+ years of experience in Customer Success Operations or a similar role in a B2B SaaS environment.
• Proven experience managing sales or CS operating cadence, with proficiency in forecasting tools (e.g., Clari, Gong, Salesforce).
• Strong analytical and data-driven mindset, with experience in CRM systems and data visualization tools (e.g., Tableau).
• Demonstrated ability to lead strategic initiatives and drive operational improvements.
• Excellent problem-solving skills, attention to detail, and ability to translate data into actionable insights.
• Exceptional communication skills, able to work effectively in a fast-paced, cross-functional environment.
• Proactive and adaptable, with a track record of optimizing processes and identifying opportunities for improvement.

Benefits

• Competitive base salary range: $106,847 – $156,709, with additional bonus/commission opportunities.
• Comprehensive health coverage, including medical, dental, and vision plans.
• Paid parental leave, generous paid time off, and quarterly self-care days.
• 401(k) employer matching program.
• Access to learning and development resources, including LinkedIn Learning and professional growth initiatives.
• Work-from-home support, including necessary equipment and ergonomic setup.
• Wellness programs and employee resource groups to support personal and professional growth.
• Stock options and other equity participation opportunities, depending on role and company policy.

Company Description