Tech Stack

Description

You will lead the strategy, systems, and operational processes that power customer retention and expansion. You'll design and optimize frameworks for onboarding, adoption, renewal, and growth, partnering with leadership and cross-functional teams to drive data-driven insights and operational excellence.

Requirements

• 5-7 years experience in Customer Success Operations, Revenue Ops, or similar in B2B SaaS
• Experience designing and optimizing customer lifecycle processes in subscription-based businesses
• Hands-on expertise with Salesforce and CS platforms (Gainsight, ChurnZero, etc.)
• Strong analytical skills with ability to define KPIs and build dashboards
• Experience implementing automation and scalable operational frameworks

Responsibilities

• Own and optimize Customer Success technology ecosystem and data governance
• Design and implement automation to improve efficiency and customer experience
• Define and operationalize lifecycle workflows across onboarding, adoption, health monitoring, renewal, expansion
• Implement predictive customer health scoring and risk detection models
• Develop reporting frameworks and dashboards for key metrics (GRR, NRR, churn risk, etc.)