Strategy & Operations, Customer Success

Role overview

In this Customer Success Strategy & Operations position, you will shape the processes, planning, and analytical work that help the Customer Success organization deliver strong outcomes for customers. Reporting to the Senior Manager of Revenue Operations and working closely with Customer Success leadership, you will build and refine strategies that support customer health, retention, and revenue expansion.

The Customer Success team is known for its deep product knowledge, fast response times, and strong customer focus, reflecting one of the company’s core operating principles: caring deeply about customers. As the business grows, the team needs systems, tooling, and insights that preserve that level of service while enabling scalable growth.

This role combines strategic thinking with hands-on execution. You will create frameworks, improve workflows, interpret data, and turn findings into practical recommendations for Customer Success.

What you will do

• Build and continuously improve the processes, systems, and operating rhythms used by Customer Success so the function can scale effectively, including segmentation, onboarding, lifecycle mapping, and playbooks.
• Work with internal partners to review and report on key business metrics such as NRR, GRR, churn, product adoption, health scores, and customer sentiment, then use those insights to identify risks early and adjust strategy.
• Improve the end-to-end customer journey by making transitions smoother across the post-sales experience, from onboarding through support and renewal.
• Partner with Finance and Customer Success leadership on planning activities such as headcount forecasts, capacity modeling, and quota setting, using historical data to support decisions.
• Spot inefficiencies and implement better approaches for CS workflows, onboarding, account handoffs, and renewals, while also defining and rolling out KPIs to track progress against strategic goals.
• Define business needs for Customer Success systems improvements and work with Revenue Operations colleagues to enhance tools such as CRM and health scoring platforms.
• Coordinate with Sales, Product, and other functions to keep resources aligned with customer needs and expected growth.
• Lead adoption of new processes and workflow changes within the Customer Success team, and partner with Enablement on larger change programs.

What makes a strong match

The ideal person is proactive, naturally curious, comfortable working independently, and able to balance strategy with execution. You should bring a strong understanding of SaaS businesses and financial concepts, along with the ability to translate data into clear recommendations. Attention to detail, strong communication skills, and a high bar for data quality and process design are important.

About the work environment

This role is best suited to someone who can thrive in a fast-growing SaaS setting, manage several priorities at once, and collaborate across multiple teams. Experience in Customer Success or Revenue Operations is especially relevant, and CRM reporting experience is preferred, with HubSpot knowledge being a plus.

Not the right fit if

• You do not want a role that combines big-picture strategy with practical execution.
• You prefer fully defined tasks and are not comfortable working through ambiguity.
• You work best when focused on only one project at a time.
• You would rather operate within one team than partner broadly across the business.

Interview process

The hiring process is designed to be thorough so both sides can assess fit clearly. The stages for this role are:

• Recruiter screen with the Talent Acquisition team - 30 minutes
• Hiring manager interview and career deep dive - 60 minutes
• Challenge interview - 45 minutes
• Final round / virtual onsite - 2 hours

About the company

The company is building a new generation of enterprise software, starting with products that help talent leaders, recruiters, and hiring managers improve the hiring process. It is backed by investors such as Y Combinator, Elad Gil, and Lachy Groom, and serves thousands of customers including Snowflake, OpenAI, Shopify, Ramp, Notion, and Zapier. The business reports strong growth and retention, with tens of millions in ARR, growth above 100% year over year, very low churn, and many years of runway.

Benefits

• 10-year option exercise window, so leaving the company does not create immediate pressure to buy shares.
• Unlimited paid time off, with four weeks recommended each year.
• Twelve weeks of fully paid family leave for employees in the US, with expansion to other countries planned as needed.
• A generous budget for equipment, software, and office furniture to help you work comfortably and effectively.
• A $100 monthly education allowance, with higher-cost learning expenses such as conferences available with manager approval.
• For US employees, premium health insurance for you and your dependents, with all premiums covered by the company.

Equal opportunity and hiring notes

The employer provides equal employment opportunities regardless of race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. The organization states that this is an active open role and notes that artificial intelligence tools may be used to help with screening, assessment, and candidate selection.

Compensation

The listed pay range is $140K to $180K.