What You Will Do Build repeatable processes and tooling- Own the Customer Success tech stack (HubSpot, Gong and Custify), including health scoring, workflow automation and data hygiene.
- Design and document playbooks for onboarding, adoption, renewal and escalation so every CSM works from the same standards.
- Introduce and evaluate AI-enabled workflows that reduce manual CSM effort and surface risk earlier.
- Facilitate and co-own the Renewal forecast alongside Customer Success leadership.
Turn data into decisions- Build and maintain the KPI framework and dashboards for retention, renewals, expansion and customer health.
- Run recurring business reviews and forecasting, translating the data into clear risks, trends and recommendations for CS leadership and executives.
- Facilitate annual NPS surveys with actions plans surrounding results.
- Analyze cross-system data to find what drives churn and expansion, and recommend where to act.
- Own customer segmentation and assist in capacity planning to ensure adequate support across the customer base.
Drive cross-functional execution- Establish operating cadences, planning and capacity models that keep the team's work predictable as the customer base grows.
- Partner with Sales, Product, Finance and Support to align on handoffs, renewal forecasts and customer feedback.
- Lead initiatives from scoping through delivery without direct authority, tracking progress and measuring results.
What success looks like- A consistent health score and risk model that CSMs and leaders trust and use.
- A documented, repeatable renewal and escalation process in place across the team.
- Self-serve reporting that executives rely on instead of ad hoc requests.
- A regular operating cadence that gives early visibility into risks and bottlenecks.
- Measurable reductions in manual CSM work through automation and AI.
What You will Need to Succeed: - 5+ years in Customer Success Operations, Revenue Operations, Strategy & Operations or a related function.
- Hands-on experience with HubSpot and a customer success platform (Custify or similar).
- A record of building playbooks, operating cadences and reporting that teams actually use.
- Strong analytical skills: you can turn messy data from several systems into a clear point of view.
- Excellent written and verbal communication, including with senior leaders.
- Proven ability to lead cross-functional work and influence without direct authority.
- Comfort in a fast-moving environment where you build structure while keeping momentum.
Even better if you have- Experience in B2B SaaS or enterprise software.
- Experience deploying AI tools in customer success or revenue workflows.
- Prior experience building a CS operations function from scratch or leading it through early scale.
We do no accept unsolicited resumes from recruitment/search firms. AI Use Policy: The use of artificial intelligence tools during your interview is
strictly prohibited. This includes, but is not limited to,
AI chatbots, real-time answer generators, transcription-based assistants, and any other software that generates or suggests responses. Any detected use of AI during the interview will result in immediate disqualification and removal from consideration for this position.
The pay range for this role is:
120,000 - 130,000 USD per year (Remote (United States))
