Customer Success Strategy & Operations Manager

📋 Description

• Design segmentation and coverage models so each customer gets the service model that drives growth
• Build headcount and capacity models so we invest in the right places at the right time
• Guide and define the metrics that matter for the CS org, and the compensation models that reward
• Track business performance, find what’s driving the trends, and turn it into specific actions and
• Build the leadership operating cadence (business reviews, planning, decision forums) so decisions
• Build repeatable metrics, dashboards and applications that put the right KPIs in front of the right

🎯 Requirements

• Experience in revenue strategy & operations, customer strategy & operations or business
• Experience supporting digital, scaled, self-serve customer strategy, and/or technical services teams
• Strong analytical and modeling skills, grounded in data
• Worked with product usage data and built/run experimentation frameworks to evaluate causation and
• Thinks holistically and systematically: how multiple touchpoints influence the journey, and how to
• Solves problems end to end and runs programs that keep people informed and moving

🎁 Benefits

• Experience partnering with Marketing and Product on lifecycle or in-product programs
• Experience with customer frameworks such as health scores and maturity models
• Data science or analytics background
• Customer-facing experience
• Experience with consumption-based pricing