Senior Customer Success Operations Lead

Zoom

3d • Remote

About The Position

What you can expect You will design and scale operational programs that drive customer adoption, retention, and expansion across the Customer Success organization. You will partner with leadership to translate strategy into lifecycle frameworks, health scoring models, and data-driven insights. You will shape how teams deliver consistent outcomes as the business grows. About the Team We build the operational foundation for post-sales customer success. Our team partners across functions to create scalable processes, insights, and governance. We enable predictable outcomes and long-term customer value.

Requirements

• Bring 8+ years of experience in Customer Success Operations, Revenue Operations, or go-to-market operations roles
• Demonstrate deep experience supporting Customer Success organizations within SaaS or subscription-based businesses
• Apply hands-on expertise with customer success platforms including program configuration, health scoring, reporting, and lifecycle management
• Build dashboards, analyze data, and translate insights into operational improvements using dynamic analytical capabilities
• Design and implement scalable operational processes in fast-growing environments
• Communicate effectively across functions and manage stakeholder relationships at all levels
• Operate in ambiguous environments and bring structure to complex business challenges
• Lead complex cross-functional initiatives impacting customer retention and lifecycle management
• Partner with Data Science or Analytics teams on predictive models or advanced customer insights
• Work with CRM systems, customer data platforms, and business intelligence tools

Responsibilities

• Leading operational initiatives that improve customer lifecycle management from onboarding through renewal, partnering with Customer Success leadership
• Building dashboards and reporting frameworks that surface insights on retention, adoption, expansion, and customer health for leadership decision-making
• Defining operational requirements and partnering with systems teams to implement solutions across customer success platforms
• Collaborating cross-functionally with Renewals, Sales, Product, Finance, and Analytics teams to align execution across the customer lifecycle

What This Job Offers

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