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Customer Success Operations Lead

Seeking a Customer Success Operations Lead to build the foundational systems and workflows that power how the company delivers customer value at scale. This is a 0→1 role focused on turning CS strategy into operational reality—creating the intelligence, health signals, and automation that enable CSMs and Account Leads to manage complex relationships efficiently and hit NRR goals. You will own the customer intelligence layer, partner closely with CS, Product, Growth, Services, and GTM Systems, and translate ambiguity into clear, scalable workflows.

What You’ll Be Doing

• Build and own a centralized customer intelligence layer combining product usage, account context, and engagement signals.
• Define and iterate on health scoring and risk signals that surface clear, actionable insights.
• Translate CS strategy into concrete workflows, automation, and playbooks that support 1:few and 1:many CSM motions.
• Design scalable playbooks by persona, lifecycle stage, and risk profile.
• Partner with GTM Systems and technical teams to define requirements, test solutions, and drive system rollouts.
• Identify friction in existing CS motions and deploy operational solutions that improve scale and consistency.

Qualifications

• 5+ years of experience in Customer Success Operations, Revenue Operations, or Customer Success Leadership—ideally in a marketing tech environment.
• Proven experience building or evolving CS operations in early-stage or fast-scaling environments.
• Strong systems thinker with hands-on experience designing workflows, automation, and data-driven processes.
• Comfortable working with product usage data, customer signals, and cross-functional stakeholders.
• Highly collaborative, with experience working cross-functionally across Product, Sales, CS Ops, Growth, Services and Sales.
• Startup-ready mentality with a bias toward action, comfort with ambiguity and enthusiasm for building from the ground up.
• Experience using AI tools, no-code platforms, or light scripting to create operational efficiency that drives client outcomes is a plus.

Company Values:

• Demonstrated grit and resourcefulness—you find creative solutions, adapt quickly, and aren’t afraid to roll up your sleeves in a fast-paced, evolving environment.
• Thoughtful and strategic thinker with the ability to anticipate needs, ask the right questions, and deliver insights that truly drive value.
• Proven ability to collaborate across functions and roles, fostering open communication and shared ownership of outcomes.
• Commitment to craftsmanship—you take pride in delivering high-quality work, paying attention to the small details while keeping the big picture in mind.
• Self-starter with a proactive mindset and a strong sense of accountability—able to drive projects forward independently while staying aligned with team goals.
• Comfortable navigating ambiguity and learning new tools, processes, or technologies to get the job done.

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