Customer Operations Lead

Probook • New York, NY

42d • $160,000 - $200,000 • Onsite

About The Position

You will sit at the intersection of implementation, retention, and revenue: running our onboarding engine, building the systems that prevent churn before it happens, and operationalizing the expansion path that turns happy customers into growing ones.

You're not walking into a playbook. You're writing it. You'll work directly with the CEO on four mandates: reconciling every existing customer account and building a real health score system; cutting Time-to-Value by designing the definitive implementation playbook; owning the CS tech stack and building dashboards that surface churn risk before it hits; and operationalizing the renewal and expansion workflow end-to-end. This is a high-autonomy, high-accountability role for someone who sees operational drag and immediately starts designing the system to eliminate it.

Requirements

• 2-4 years of experience in high-agency roles: CS Ops, Implementation, COS, RevOps or Strategy at high-growth B2B SaaS (Seed to Series C)
• Tech forward: Expert at Sheets, comfortable with CS metrics, data visualization tools & AI
• Experience managing high-touch strategic/enterprise accounts, partnering with established businesses (not startups), and supporting complex, consultative customer relationships — not transactional sales
• NYC Based: Excited to work in-office 5 days/week in our high-collaboration culture

Responsibilities

• The "Clean Sweep": You will reconcile every existing customer, ensuring health scores match reality and plans are in place. You will stand in to help with critical accounts as needed.
• The Deployment Factory: You will cut our "Time-to-Value" drastically. You will shape the definitive Implementation Playbook, operationalizing the "Pre-Flight Checklists" that ensure every customer receives a white-glove onboarding experience.
• CS Intelligence: You will provide a "Single Source of Truth." You'll own the CS tech stack and build the dashboards that tell us who is going to churn before it happens.
• Revenue Leverage: You will operationalize the renewal path. Streamline the notification workflows and operationalize the "Value Reports" our teams need to close expansions.

Benefits

• Equity: Meaningful equity for being the ground-floor of our CS function
• Salary: $160K – $200K
• Health: Comprehensive medical, dental, and vision
• Perks: $1,000 monthly stipend (food, gym, Uber, etc) and really good office snacks
• Access: Direct access to world-class investors and advisors

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed