Customer success operations leader
| Company | Writer |
|---|---|
| Location | Austin, TX, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior, Expert or higher |
Requirements
- 7+ years in GTM operations (Sales, Customer Success, Services, or Support)
- Deep knowledge of SaaS business models, customer lifecycle metrics, and best practices
- Proven expertise in Salesforce, Google Sheets/Excel, and business intelligence tools
- Familiarity with leading SaaS GTM technologies
- Strong analytical, project management, and process design capabilities
- Exceptional communication skills for senior executive audiences
Responsibilities
- Partner with CS leadership to establish and align an annual fiscal plan with organizational goals
- Design the structure, roles, responsibilities, and KPIs for the CS organization
- Forecast headcount, capacity, and territory planning to ensure alignment with corporate growth targets
- Lead initiatives to refine the customer journey, driving adoption, satisfaction, and improved GRR & NRR
- Determine the timing and content of CSM touchpoints to improve customer outcomes
- Develop and operationalize customer health score strategies, including automation and digital success motions
- Track and analyze key performance indicators, including NRR/GRR, through executive-facing dashboards and decks
- Collaborate with the Analytics team to uncover insights that inform CS strategy and actions
- Monitor leading indicators of renewal and upsell opportunities, providing actionable recommendations to the team
- Evaluate, implement, and manage software that enhances the CS organization’s efficiency and effectiveness
- Collaborate cross-functionally with Revenue Ops, GTM Systems, Analytics, Product, and Finance to align data and systems
- Translate technology and data requests into concrete requirements and solutions
- Serve as the unofficial chief of staff to the VP of Customer Success driving all cross functional initiatives and projects forward
- Partner with leadership to ensure seamless communication, prioritization, and execution of strategic goals
- Manage 1 CS Operations Manager with goal of continuing to grow the team as the business scales
Preferred Qualifications
- High intellectual curiosity and a proclivity to lean into a new subject matter
- A trusted advisor and partner for all levels of the organization
- Intrinsically motivated: you set the highest possible bar for what you build and ship
- Proficiency in navigating ambiguous situations and implementing first-principles thinking
- An eye for spotting an opportunity, intuition for determining which ones to prioritize, and courage to follow through
- Possesses humility — no work is too trivial if it’s impactful
- Resilient and open to honest (and kind) feedback; tough skin
- Self-aware and committed to learning the why for both successes and failures
- Experience managing and building relationships across multiple departments and stakeholder levels
- A natural affinity to our values of connect, challenge, own