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Customer Success Operations Strategy Lead

Posted 9 days agoViewed

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💎 Seniority level: Lead, 5+ years

📍 Location: US

💸 Salary: 140000.0 - 180000.0 USD per year

🔍 Industry: Healthcare

🗣️ Languages: English

⏳ Experience: 5+ years

🪄 Skills: Data AnalysisData visualizationCustomer Success

Requirements:
  • 5+ years in customer success operations, revenue operations, or related strategic role in a B2B SaaS environment.
  • Strong strategic thinking to connect data and business outcomes.
  • Experience with HubSpot, Zendesk, Monday.com, and data visualization tools.
  • Proven ability to manage NPS programs and customer health scoring.
  • Exceptional analytical skills for modeling operational questions.
  • High emotional intelligence to build relationships across teams.
  • Hands-on problem solver with a track record of leading projects.
  • Deep commitment to ensuring customer success.
Responsibilities:
  • Partner with the VP of Customer Success to align strategies with growth goals.
  • Build operational roadmap to drive retention, expansion, and satisfaction.
  • Design compensation plans for Account Managers and set quarterly targets.
  • Create headcount models for Customer Success teams.
  • Establish metrics and reporting frameworks for performance tracking.
  • Implement scalable processes within Customer Success teams.
  • Drive adoption of automation to improve efficiency.
  • Manage NPS program and customer health scoring.
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