CS/CX Strategy and Operations

The CX/CS Strategy & Ops Lead is responsible for executing the customer support and success strategy to ensure an exceptional customer experience. They will collaborate with cross-functional teams to identify customer needs and pain points, streamline support operations, and implement processes for improvement. This role requires strong project management skills, excellent communication, and the ability to work collaboratively. The ideal candidate will have experience in customer support and success strategy and operations, with a focus on data analysis and making data-driven decisions.

• Own the execution of the customer support and success strategy to ensure an exceptional customer experience
• Develop and implement processes and procedures to streamline customer support and success operations
• Refine and track key performance metrics to measure the effectiveness of customer support and success initiatives
• Build a robust forecasting process to determine trending towards targets across usage, churn, ticket volume, etc.
• Help project manage enhancements/changes to tech stack for customer support and success
• Influence decision making and problem solving for customer support and success across programs, projects, and teams
• Drive programs and initiatives for the Customer Success team to achieve better results in retention, expansion, advocacy, and customer experience
• Continuously iterate and improve the customer journey, touch-points, triggers, and playbooks to scale business offerings
• Manage a team of customer support and success professionals
• Analyze data and make data-driven decisions to diagnose and scope problems, implement recommendations, and track success
• Design and launch large-scale enablement initiatives involving varied audiences and cross-functional stakeholders.

• 5+ years of experience in customer support and success strategy and operations
• Strong project management skills, with the ability to manage multiple projects simultaneously in a fast-paced, high-growth environment
• Excellent communication and interpersonal skills, with the ability to work collaboratively with cross-functional teams
• Experience managing a team of customer support and success professionals
• Strong analytical skills, with the ability to analyze data and make data-driven decisions
• Experience designing and launching large-scale enablement initiatives involving varied audiences and cross-functional stakeholders

• Competitive cash compensation
• Equity
• Opportunity to work with diverse and creative teams
• Ability to make an impact and contribute to solving any problem
• Opportunity to work with well-known companies such as Pixar, Mitsubishi, Figma, and Plaid
• Fast-growing company with exciting growth opportunities
• In-person company with office-based work
• Strong focus on customer support and success
• Streamlined customer support and success operations
• Tracking key performance metrics to measure effectiveness
• Opportunity to work with industry trends and best practices
• Strong project management skills
• Excellent communication and interpersonal skills
• Opportunity to manage a team of customer support and success professionals
• Strong analytical skills
• Opportunity to design and launch large-scale enablement initiatives
• Positive attitude and enthusiasm valued
• Equal opportunity employer with a commitment to diversity and inclusion
• Reasonable accommodations for individuals with disabilities
• Highly competitive compensation based on factors such as location, role scope, and candidate experience