Senior Customer Operations Lead
New
B
BreezewayProperty operations SaaS
Location: United States - Remote. We're a remote-first company with team members across the U.S. and globe, but we currently hire only in the following states and countries. Countries: US and Spain, Available and collaborative during Eastern Time hoursFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 4–7 years in customer operations, revenue operations, customer success operations, or a closely related role
- Required Skills
- SQLHubSpot
Requirements
- 4–7 years in customer operations, revenue operations, customer success operations, or a closely related role, with clear ownership of customer journey programs and operational analytics.
- Experience in a high-velocity startup or scale-up environment.
- Strong HubSpot expertise, including workflows, sequences, pipeline management, health scoring, and reporting.
- Ability to build centralized dashboards in Metabase or an equivalent tool, write SQL queries, conduct cohort and funnel analysis, model forecasts, and surface business insights.
- Experience with pipeline management and forecasting, including connecting customer health data to revenue projections.
- Experience working cross-functionally with Revenue Operations, Customer Marketing, and Product Marketing.
- Primary experience owning B2C customer journeys, with meaningful exposure to B2B or upmarket accounts.
- Ability to design end-to-end journey and process architecture and QA automation details.
- Strong written communication for journey requirements, CS playbooks, and internal data briefs.
- Availability and collaboration during Eastern Time hours.
- Early adoption of AI tools and interest in experimenting with them to scale work.
Responsibilities
- Own and optimize the customer experience from onboarding through expansion and renewal using quantitative customer data and qualitative signals.
- Define lifecycle program requirements in HubSpot and Appcues, including audiences, triggers, timing, and enrollment logic, and jointly measure and iterate on success metrics.
- Map, document, and improve customer processes, including handoffs, owners, SLAs, and controls.
- Manage HubSpot workflows, pipelines, health scoring, segmentation, and reporting.
- Build and maintain centralized Metabase dashboards for customer health, journey-stage performance, and revenue trends.
- Partner with Revenue Operations on pipeline management, forecasting models, and customer-to-revenue data infrastructure.
- Coordinate go-to-market readiness, systems updates, training, and materials with Product Marketing.
- Build differentiated customer journey tracks for independent property managers and upmarket B2B accounts, and create playbooks for onboarding, check-ins, expansion, and churn risk.
- Use AI tools, including Claude, to standardize and automate repetitive Customer Success communications and scale personalized outreach.
- Translate voice-of-customer and operational data into product and process improvements.
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