Customer Strategy & Operations Manager

BigPanda

60d•$160,000 - $180,000•Remote

About The Position

BigPanda is seeking a Customer Strategy & Operations Manager to build and run the operating system that powers our post-sale customer lifecycle. In this highly visible role, you’ll design, manage, and continuously improve the processes, programs, and cross-functional rhythms that drive customer health, value realization, and retention. You will report directly to the Chief Customer Officer (CCO) and work closely with leaders across Account Management, Professional Services, Education Services, and Support. This is a role for a builder—someone who brings clarity, pace, and structure to complex environments and elevates how BigPanda measures and executes customer success.

Requirements

Skilled at creating clarity in ambiguous environments and aligning diverse stakeholders.
Able to anticipate leadership needs and proactively bring forward recommendations and scenarios.
High judgment, strong business acumen, and an adaptable communication style across audiences—executives to ICs.
7–10+ years in Enterprise Customer Success, Strategy & Operations, or Product/GTM Operations.
Experience supporting or working directly with C-level executives strongly preferred.
Exceptional written, verbal, and visual communication skills.
Strong analytical and problem-solving abilities with the ability to interpret data and develop insights.
Demonstrated experience leading complex cross-functional programs.
Customer-centric mindset with a track record of driving portfolio-level outcomes.

Responsibilities

Operate & Improve the Post-Sale Rhythm of Business
Own and refine the operating rhythms that keep the Customer Organization running.
Drive core processes such as customer escalations, renewal planning and forecasting, and customer health and risk reviews.
Lead executive processes including executive account reviews, QBRs, and strategic account planning.
Run cross-functional programs involving Sales, Sales Engineering, Professional Services, Support, and Product.
Drive Customer Health Strategy & Portfolio Insights
Co-own and evolve the customer health model with the CCO and VP of Account Management.
Build frameworks that identify risk early and improve adoption, value realization, and retention.
Lead programs such as lifecycle strategies, segmentation, playbooks, risk management, and value realization initiatives.
Partner with Enterprise Analytics and Sales Ops to design reporting mechanisms and deliver portfolio-level insights to executives.
Strategic Partnership & Thought Leadership
Serve as a strategic advisor to the CCO, bringing forward data-driven insights and recommendations.
Support board-level materials, executive presentations, and strategic narratives.
Help shape and operationalize priorities for the Customer Organization.
Own communication and operating processes that interface with senior leadership and VPs across the company.
Cross-Functional Collaboration & Operational Excellence
Drive alignment across Sales Ops, Product Ops, Marketing Ops, Finance, and other partner teams.
Lead programs requiring structure, clear governance, measurement, and accountability.
Build scalable processes that enable continuous improvement across the customer organization.

Benefits

Competitive equity
Remote-first environment
Unlimited PTO
Twelve (12) paid holidays throughout the year
Comprehensive health benefits
#PandaParent support. Financial assistance for fertility, adoption, and surrogacy expenses as well as a combined total of eighteen (18) weeks fully paid leave for all new parents
Financial planning services
Employee learning & development budget
Values-based recognition (quarterly and annually)
Social community & ERG programs
Dog friendly office
Lunches provided in office
Flexible work environment along with a work-from-home stipend to support remote work arrangements
Values-based culture