Description

You will design and implement systems, workflows, and tools to help the Customer Success team operate at scale, directly impacting revenue retention and team productivity. You'll partner with CS, Sales, Product, and RevOps to simplify operations and ensure the model supports growth.

Requirements

• Strong experience in Customer Success, RevOps, Strategy Operations, or Operational Excellence
• Experience improving or scaling post-sales teams in a SaaS environment
• Proven ability to design processes and implement operational improvements
• Experience applying automation or AI to business workflows
• Strong analytical skills with ability to interpret data and drive decisions

Responsibilities

• Design and standardize the Customer Success operating model across segments
• Audit and improve day-to-day CSM workflows and cross-functional handoffs
• Build playbooks and deliver training to embed consistent ways of working
• Develop automation and AI-driven solutions for health scoring, renewal risk, and workflow triggers
• Define productivity and capacity models, including revenue benchmarks and workload distribution