Design and optimize the end-to-end customer journey, including the milestones, success metrics, and playbooks that guide customers from onboarding through adoption, expansion, and renewal.
Develop analyses that help design, set and measure strategy for global Customer Success and Customer Experience.
Design, build and manage a model that guides resource allocation globally by segment.
Develop and mature a rigorous, consistent, predictable operating rhythm — build KPI reviews that identify risks and trends and enable data-driven decisions across all levels.
Design and maintain core processes, e.g. attainment reporting, forecast vs. actuals and At Risk Account Reviews.

5+ years working in Customer Operations and/or Strategy in a high growth SaaS model
Strong analytical skills -
can model any operational question full cycle (develop assumptions and output)
AI-native approach to building workflows, insights, and end-to-end systems between humans & agents
High EQ -
works well with stakeholders, gains trust, enjoys working with people
Senior presence -
can convey complex information to executives clearly and concisely; can resolve tradeoffs. Effective communicator across levels and audiences
First principles problem solver -
dimensionalizes problems, demonstrates history of lateral thinking
Hands on -
extensive experience and interest in building from scratch
Ownership -
high ownership mentality demonstrated by developing projects of >6-12 months length
Notion power user or desire to learn -
prior Notion experience is not required, but you have the ability and desire to become a pro
BA / BS required.

Customer Success Strategy – Operations Manager

Key skills