Customer Success Operations Manager

Branch

1d•$110 - $120•Remote

About The Position

The Customer Success Operations Manager builds and operates Branch’s scaled Customer Success model for approximately 1,000 non-managed accounts. At Branch, revenue is driven by product usage — payout volume, card swipes, transfers, and active user growth — rather than contractual renewals. This role increases engagement, detects silent churn risk, drives product adoption, and surfaces expansion opportunities through a data-driven, tech-touch model. Operating in a 1:many framework, this role designs segmentation strategies, behavioral health scoring, and lifecycle engagement programs — while selectively engaging high-risk or high-growth accounts where personalized outreach can meaningfully impact retention or expansion. This is not a quota-carrying role, but it plays a critical part in protecting and growing usage-based revenue across the portfolio. This role carries a strong expectation of leveraging AI tools — including Claude and workflow automation platforms — to build, automate, and scale programs. At Branch, every team member is expected to think like a builder: using AI to create new capabilities, automate repeatable work, and continuously improve how we operate.

Requirements

5+ years of experience in Customer Success, CS Operations, Growth, or usage-based SaaS/fintech environments
Experience operating in a tech-touch or scaled portfolio model
Strong analytical skills with the ability to interpret behavioral and revenue data; comfortable working directly in BI tools such as Looker to build and modify reports
Hands-on experience with HubSpot (segmentation, campaign execution, and CRM data management) and familiarity with BI/analytics platforms (Looker preferred) for usage and revenue reporting
Demonstrated ability to translate data insights into structured customer programs
Strong written communication and cross-functional collaboration skills
Demonstrated experience using AI tools (e.g., Claude, ChatGPT, Copilot) to build workflows, automate tasks, or create operational tooling — not just prompting, but building
Builder mindset: a bias toward creating solutions over requesting them, with comfort iterating quickly and learning by doing

Nice To Haves

Experience with workflow automation platforms (e.g., n8n, Zapier, Make) to connect systems and automate multi-step processes
Familiarity with AI-assisted data analysis, reporting, or content generation in an operational context
Track record of identifying a manual process and independently building an automated replacement

Responsibilities

Scaled Customer Success Program Design
Design and operationalize the tech-touch Customer Success strategy for ~1,000 non-managed accounts
Develop segmentation models based on account size, payout trends, user growth, and engagement signals
Build structured lifecycle playbooks covering onboarding, activation, growth, and re-engagement
Behavioral Health & Silent Churn Detection
Define and implement a customer health scoring framework using data from Looker (usage and revenue signals) and HubSpot (account and engagement data)
Monitor payout volume, transaction frequency, and roster trends in Looker to detect early signs of decline
Establish thresholds and triggers for intervention
Lifecycle Campaigns & Engagement Programs
Design and execute segmented campaigns using HubSpot to drive adoption and engagement
Develop proactive education initiatives to increase feature utilization
Continuously analyze campaign performance and refine outreach strategy
AI-Driven Automation & Building
Use AI tools (e.g., Claude, workflow automation platforms) to design, prototype, and deploy scaled engagement programs, health scoring models, and reporting dashboards
Identify manual or repetitive processes across the Customer Success workflow and build automated solutions to replace them
Collaborate with CX Operations to integrate AI-powered tooling into existing systems and workflows
Stay current on emerging AI capabilities and proactively propose new applications that create leverage across the portfolio
Targeted Direct Outreach
Personally engage with high-risk or high-potential accounts when data indicates intervention could improve outcomes
Conduct structured check-ins focused on usage trends, operational friction, and growth opportunities
Partner with Support and Product to resolve systemic blockers impacting engagement
Expansion Signal Identification
Identify usage growth patterns in Looker that indicate upsell potential
Create structured processes for surfacing qualified opportunities to Sales
Coordinate transitions when accounts move into managed status
Cross-Functional Collaboration
Partner with the GTM CRM Administrator to define segmentation logic and reporting requirements
Work closely with CX Operations to leverage automation and tooling enhancements
Provide structured usage insights to Product and Support to reduce friction and increase engagement
Operate as a power user of Looker and HubSpot as the two primary data systems for this role, pulling usage/revenue data from Looker and account/engagement data from HubSpot to drive decision-making across all program areas