Customer Success Operations Manager
Branch43d • $110 - $120 • Remote
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Customer Success Operations Manager
Branch
•$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
Benefits
- Market-leading medical, dental, and vision insurance
- Stock options
- Free Premium-Tier Origin Financial Wellness subscription
- Monthly home-office stipend
- 401k (TransAmerica)
- 12-weeks paid parental leave for birthing and non-birthing parents
- Flexible time off + sick and safe time
- 11 paid company holidays
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
1-10 employees
Job Search Resources
Career Resources
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