Customer Success Strategy and Operations Manager

You will shape customer-success strategy and operations across solutions architecture, digital and scaled engagement, and business-unit initiatives. You will build segmentation, capacity, performance, compensation, and KPI models; turn product-usage insights into actions; run experiments; and establish operating cadences, dashboards, and systems that support rapid, data-informed decisions.

Responsibilities

• Design customer segmentation and coverage models
• Build headcount and capacity models
• Define customer-success metrics and compensation models
• Track business performance and turn trends into actions and strategies
• Build leadership operating cadences, including business reviews, planning, and decision forums
• Build repeatable metrics, dashboards, and applications for KPI-driven decisions
• Analyze product usage patterns related to activation, expansion, retention, and churn
• Design and run experiments with hypotheses and control groups
• Build a scaled engagement model integrating data, tooling, digital touchpoints, and human coverage

Requirements

• Experience in revenue strategy and operations, customer strategy and operations, or business operations
• Experience supporting digital, scaled, self-serve customer strategy or technical services teams
• Analytical and modeling skills grounded in data
• Experience using product-usage data and experimentation frameworks
• Ability to design scalable, end-to-end solutions
• Experience running programs and communicating across levels and audiences
• Experience building operating systems from the ground up