Sr. Manager, Customer Success Strategy & Operations

WHY WE’RE LOOKING FOR YOU:

WHO YOU’LL WORK WITH:

WHAT YOU’LL DO:

• Define and evolve key metrics across customer health, engagement, retention, and expansion—and ensure they actually drive behavior
• Deliver clear, opinionated insights and recommendations that inform strategy and planning (not just surface data)
• Conduct deep-dive analyses to uncover trends, risks, and opportunities across the customer lifecycle
• Partner with leadership to design and refine segmentation, coverage models, and engagement strategies
• Identify gaps in how we operate across TCX and Customer Success, and drive alignment on how to improve
• Leverage automation and AI-driven insights to accelerate analysis, improve forecasting, and surface recommendations faster
• Collaborate with RevOps and Systems teams to ensure tools support strategic goals—without owning system administration or execution

THE SKILLSET YOU’LL BRING:

• Strong analytical and strategic thinking skills—you don’t just report on data, you form a point of view and push for action
• Experience supporting Customer Success, Technical Customer Experience, or post-sale functions in a high-growth environment
• Proven ability to influence senior stakeholders and challenge thinking when needed—you’re a partner, not an order-taker
• Comfort operating in ambiguity and helping define structure where it doesn’t yet exist
• Ability to connect the dots across data, customer behavior, and business outcomes
• Familiarity with modern data tools, automation, and AI-enabled workflows—you know how to use them to move faster, not just build more
• Low tolerance for busywork—you prioritize high-impact problems and focus on what actually moves the business