Description

You will lead strategic projects to enhance Customer Success processes, improve operational efficiency, and own infrastructure that improves customer interactions and outcomes. This role enables the Customer Success team to achieve ambitious goals while driving continuous improvement and transformative change.

Requirements

• 15+ years of relevant Customer Success operations experience in a fast-growing sales organization
• Detail-oriented operator passionate about the art and science of Customer Success
• Experience scaling a hypergrowth business
• Strong opinions on engaging and motivating Customer Success teams
• Entrepreneurial mindset

Responsibilities

• Lead mapping of customer journey and align cross-functional processes for maximum customer value
• Lead post-sales operations design, collaborating with Sales, Marketing, Product, Sales Ops, Alliances, and Professional Services
• Lead global renewals operations including forecasting and board reporting
• Drive Customer Field effectiveness improvements in Retention and Expansion capabilities
• Oversee design, implementation, and optimization of post-sales processes, tools, and systems