Customer Success & Growth Strategy Manager

Packsize

3d•$120,000 - $137,000

About The Position

Customer Success & Growth Strategy Manager About Packsize Packsize is an automation company that enables more efficient and sustainable packaging process flows from packing to unboxing. We’re propelling our customers and the industry forward, always looking to innovate and improve. Because, to us, packaging is about much more than a box, it’s about delivering what’s right, for our customers, for their customers and our planet. About the Role Customer Success (CS) at Packsize is evolving and growing. The CS Strategy & Operations team is a new team within the organization, and we are seeking to hire three new members across strategy, operations, and data & analytics. This person will report to the Director of CS Strategy & Operations, working across CS, IT, Sales, Finance, Marketing, Service Operations, and more. CS Strategy & Operations is vital to the success of our customers. We ensure operational excellence, unearth customer insights, and are a trusted Executive partner. Continued growth, customer retention, and success are key priorities to the Executive team. Since this is a new team, it is an exciting, entrepreneurial time with the opportunity to build from scratch and chart the org’s future. If you are someone who has built systems from 0-1, enjoys blank space, and can navigate ambiguity, this will be a good fit. We are seeking two new hires in the Strategy & Operations Manager positions. Strategy Lead: Strategic planning, enterprise projects, reporting & insights Operations Lead: Daily operating rhythm, operational projects, CS infrastructure & tooling

Requirements

4+ yrs experience in Management Consulting, Business Operations, Strategy, or related roles
Proficiency with Salesforce and analytic tools; comfortable interpreting complex data and insights
Expertise in communication and presentation skills; comfort interacting with executives and leadership
Strong understanding of Customer Success fundamentals
Ability to lead cross-functional teams, navigate complex projects, and influence when needed
Excited about solving problems with a lot of ambiguity

Responsibilities

Own and drive a portfolio of strategic projects related to the CS business, translating open-ended questions into structured approaches and execution
Develop and present clear, insightful executive-ready presentations articulating direction, findings, and progress against initiatives
Perform due diligence on existing processes and propose improvements; seek areas of the business that could use resourcing/growth/optimization
Collaborate with Data & Analytics lead to translate data into insights and meaningful narratives that drive action; support executive & board level presentations
Collaborate with cross-functional teams to ensure alignment and enable decision making
Identify gaps and bottlenecks in the customer journey and internal workflows and propose & execute improvements
Prepare executive read-outs and presentations for Board meetings, Leadership discussions, and annual strategic plans
Create project in-take request process, prepare roadmaps, deliver projects (e.g., Revamp post-sale handoff and implementation process)
Create and roll out cross-functional SLAs and playbooks
Support annual/quarterly OKR planning and retros
Develop methodology and tooling for Retention Health scores
Develop CS Product Feedback program
Develop CS marketing norms and campaign improvements