Customer Value Operations Lead
About The Position
The Customer Value Operations Lead is a high-impact, strategic role responsible for operationalizing the Office of IDCV — Identify, Deliver, Communicate Value — across Fortress's most critical strategic accounts. This individual will build and run the operating cadence that converts delivery activity into customer-visible value, executive narratives, and repeatable QBR motions that directly support gross revenue retention and ARR expansion. The role partners closely with Customer Success, Operations, Process Automation, Sales, and executive leadership to make customer value more visible, measurable, and actionable. It is an ideal opportunity for a high-agency operator who thrives on solving ambiguous problems, creating executive-ready materials, and leveraging AI and automation to scale better workflows. The person in this role will have direct impact on strategic account health, executive customer confidence, and the long-term success of Fortress's customer value strategy.
Requirements
- 3+ years of experience in customer success, business operations, consulting, financial planning and analysis, product operations, revenue operations, process automation, program management, value engineering, or a related execution role.
- Bachelor's degree in business, operations, engineering, analytics, information systems, computer science, economics, or another relevant field, or equivalent experience.
- Demonstrated ability to drive cross-functional initiatives to closure without relying on formal authority.
- Strong executive presentation and PowerPoint skills, with the ability to turn complex information into a clear customer-facing value story.
- Strong analytical ability and comfort working with metrics, dashboards, customer health signals, open commitments, and operational trackers.
- Practical fluency with AI tools and a bias toward using automation to improve quality, speed, consistency, and scalability. Recommended AI proficiency level: intermediate.
- Excellent written communication, structured thinking, attention to detail, and follow-through.
- Ability to operate confidently with executives, customer-facing leaders, product owners, and technical teams.
- High ownership mindset, urgency, discretion, and sound judgment.
Nice To Haves
- Experience supporting QBRs, executive business reviews, customer success motions, strategic account planning, or value realization programs.
- Experience building or improving internal tools, workflow automation, dashboards, knowledge systems, or AI-enabled business processes.
- Experience with cyber risk, critical infrastructure, enterprise software, managed services, or B2B customer success environments.
- Familiarity with risk quantification, annualized loss expectancy, business case development, cost-reduction narratives, or value engineering.
- Experience using no-code or low-code platforms, AI assistants, project management tools, dashboarding tools, or internal application platforms.
- Experience creating executive-level PowerPoint materials, customer-specific value decks, operating scorecards, and reusable content libraries.
Responsibilities
- Drive the operating cadence for the Office of IDCV across strategic accounts.
- Prepare and improve QBR and customer executive presentations that clearly identify, deliver, and communicate Fortress value.
- Work with Customer Success and Operations leaders to understand customer sentiment, best practices, program status, and messaging needs.
- Diagnose customer value gaps and create action plans for at-risk customers.
- Create expansion narratives for healthy accounts that are ready for additional capabilities or higher-level business problems.
- Quantify program value using risk reduction, avoided loss, time saved, compliance velocity, cost reduction, tool displacement, and labor reallocation narratives.
- Identify, track, and escalate value leaks, including open commitments, tickets, data gaps, reporting/dashboard issues, and capability blind spots.
- Organize the IDCV content repository so it is usable for Customer Success and Sales.
- Build AI-enabled workflows for QBR preparation, content retrieval, customer-specific slide generation, value storytelling, reporting, and operating visibility.
- Maintain executive-ready status reporting on account readiness, playbook progress, value leaks, risks, decisions needed, and follow-up actions.
- Other duties as assigned
Benefits
- Remote and Hybrid working environment
- Competitive pay structure
- Medical, dental, vision plans with employees covered up to 90% with highly progressive options for dependents and families
- Company paid life, short- and long-term disability insurance
- Employee Assistance Program
- 401(k) match
- Flexible Paid Time Off
- Parental Leave
- professional growth opportunities through succession planning, up-skilling, and certifications
- Tuition and certification reimbursement
- Employee Referral Programs
- Company Sponsored Events
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
