About This RoleThis role owns the operating engine behind everything that happens after the contract is signed: onboarding, adoption, retention, and expansion. You'll design the systems, workflows, and metrics that let a lean, high-touch team deliver a personal, white-glove experience at a scale that spreadsheets and tribal knowledge can no longer support.
You are the right fit if you've built or scaled post-sales operations at a high-growth tech company and know how to balance automation and self-service with the judgment calls that still need a human Segmentation, health scoring, playbooks, tooling, and reporting are your native language, and you're energized by making a fast-moving CX org measurably better every quarter.
What You Will DoOnboarding Operations- Own the end-to-end onboarding operating model - timelines, handoffs from Sales, milestones, and time-to-value targets - across segments from SMB to enterprise.
- Build scalable onboarding playbooks and automated workflows (in-app guidance, email/lifecycle sequences, templated implementation plans) that reduce manual lift without losing the human moments that matter most.
- Partner with Sales and Implementation to eliminate friction at handoff and shorten time-to-first-value.
Retention & Growth Motions- Optimize and operationalize customer health scoring, risk signals, and early-warning triggers that route the right accounts to the right human intervention at the right time.
- Build the operating cadence for renewals, expansion, and advocacy motions (QBR frameworks, playbooks, escalation paths) in partnership with CS, Support, and Sales leadership.
- Identify and stand up lifecycle campaigns and self-serve resources that scale retention and growth across the long tail of the customer base.
Systems, Data & Process- Own the CX tech stack in partnership with the GTM Technology Manager (CRM, CS platform, support/ticketing, BI/reporting) - evaluate, implement, and continuously improve tooling and integrations.
- Build the dashboards and reporting that give leadership a real-time view of GRR, NRR, churn/expansion, CSAT/NPS, onboarding velocity, and team capacity.
- Run regular process audits to find where scale is breaking the human experience, and fix root causes rather than symptoms.
Cross-Functional Leadership- Partner with Product, Engineering, Sales, Marketing, and Finance to represent the voice of the post-sales customer in roadmap, packaging, and GTM decisions.
- Contribute to the annual operating plan for the function, including tooling budget and capacity/process planning as the customer base scales.
- Coach CX team members on process discipline and data-driven decision-making, and act as the go-to resource for tooling, workflow, and reporting questions across the org - without formal management responsibility.
What You Will Bring- 6+ years in Customer Success, Customer Experience, or Revenue Operations, including 2+ years focused specifically on post-sales operations, strategy, or systems at a B2B SaaS or tech company.
- A track record of building onboarding, retention, or expansion programs from scratch or meaningfully re-architecting them at scale
- Fluency with CS and CX tooling (e.g., Gainsight, Vitally, ChurnZero, HubSpot, Salesforce, Zendesk/Intercom) and comfort turning data into dashboards using SQL, Excel/Sheets, or BI tools (Hex or similar).
- Strong analytical instincts - you default to defining the metric, building the model, and testing the hypothesis before proposing the fix.
- Proven ability to design for scale without losing the human touch that differentiates the experience - you know which moments to automate and which to protect.
- Excellent cross-functional communication and project management skills; comfortable presenting operating plans and results to executive stakeholders.
- Bachelor's degree in Marketing, Business, Economics, or a related field.
What We Offer- Competitive salaries
- Excellent medical, dental and vision benefits
- Participation in the employee stock option program
- Flexible Time Off policy
- 401k with generous company match and no vesting schedule
- 12 company-paid holidays, 10 paid sick days and your birthday off!
- Company paid life insurance
- Company paid short and long-term disability
- Generous parental paid leave
- Wellness reimbursement of $300/year
- Remote worker reimbursement of $300/year
- Professional development reimbursement
