Head of Customer ActivationLocation: New York, NY (4 days a week onsite)
Team: Advanced Builder Team (ABT), Customer Success, & Operations
Reports to: Chief Experience Officer
The RoleYou will lead the team responsible for the most critical phase of the customer lifecycle. Your goal is to minimize time-to-value (TTV) and maximize product adoption by applying mathematical modeling, simulation, and optimization to the activation funnel.
Key Responsibilities- Systemic Strategy: Design and own the end-to-end activation framework for Flowcode's enterprise and growth segments.
- Optimization & Modeling: Apply operations techniques to identify bottlenecks in the onboarding process and optimize resource allocation across the activation team.
- Customer-Centric Innovation: Act as the "Voice of the Customer." Translate complex data into empathetic product improvements, ensuring the "Aha!" moment is intuitive and frictionless.
- Predictive Analytics: Partner with the Data Science team to build predictive models for churn based on early activation signals, allowing for proactive intervention.
- Cross-Functional Leadership: Work at the intersection of Customer Success, Sales, Product, and Engineering to ensure that the feedback loop from the "real world" implementation informs the product roadmap.
- Operational Excellence: Build the playbooks, tooling, and automation required to scale activation from hundreds to thousands of high-touch enterprise accounts.
Who You Are- A Quantitative Strategist: You have a Master's or PhD in Operations Research, Industrial Engineering, Management Science, or a related field. You think in variables, constraints, and objective functions.
- Obsessed with the User: You believe that data is a proxy for human behavior. You are passionate about UX and believe that a technical solution is only successful if the customer feels the value.
- A High-Velocity Leader: You have 8+ years of experience in Customer Success, Professional Services, or Operations, with at least 3 years in a leadership capacity within a high-growth SaaS or Tech environment.
- A Master Communicator: You can explain a Markov Chain to a Sales Rep and a customer's emotional frustration to an Engineer with equal clarity.
- Technical Fluency: You are comfortable with SQL and BI tools (Looker), and you know how to leverage CRM automation (experience administrating Hubspot is a major plus) to drive efficiency.
Flowcode is not for everyone. We hire with a pinhole lens. Only those with the rare combination of intellectual horsepower, execution velocity, and uncompromising drive will thrive here. If you are seeking to operate at the highest levels of performance and impact, we want to meet you.
The compensation range for this role is $200k - 250k plus equity and benefits. The role is expected to be in office 4-5 days a week
