Customer Strategy & Operations Manager

Customer Strategy & Operations Manager

Requirements

• 4-7 years working in Customer Strategy, Revenue Strategy, Business Operations, or similar strategic function in SaaS
• 2-4 years in management consulting, hedge fund investing or equivalent role
• Strong analytical skills — can model any operational question full cycle (develop assumptions and output)
• High EQ — works well with stakeholders, gains trust, enjoys working with people
• Senior presence — can convey complex information to executives clearly and concisely; can resolve tradeoffs. Effective communicator across levels and audiences
• First principles problem solver — dimensionalizes problems, demonstrates history of lateral thinking
• Hands on — extensive experience and interest in building from scratch
• Ownership — high ownership mentality demonstrated by developing projects of >6-12 months length
• Notion power user or desire to learn — prior Notion experience is not required, but you have the ability and desire to become a pro
• BA / BS required

Responsibilities

• Develop analyses that help design, set and measure strategy for global Customer Success and Customer Experience
• Present optionality to leadership to inform the right big bets for annual and in-year plans
• Lead through influence across GTM Leadership, BizTech, Data, Finance and more to deliver results
• Design, build and manage a model that guides resource allocation globally by segment
• Partner with GTM and RevOps Leadership to define segment-specific coverage models and highest-impact activities across the customer lifecycle, linking to revenue outcomes
• Monitor and report on segment performance
• Execute and deliver monthly forecast, offering strategic recommendations for headcount, staffing and capacity
• Drive analysis guiding our Annual Plan across vendor and in-house teams
• Guide strategic investments such as specialization, tiering and routing strategies
• Lead global workforce management optimization
• Develop and mature a rigorous, consistent, predictable O/S for CS & CX
• Build KPI reviews that identify risks and trends, enabling data-driven decisions across all levels
• Generate insights about performance and drivers to guide critical decisions
• Partner with RevOps, GTM Leads and BizTech to establish robust global operating processes
• Design and maintain core processes, e.g. attainment reporting, forecast vs. actuals and At Risk Account Reviews
• Partner with Data and BizTech to streamline daily team operations while providing leadership with comprehensive insights — leveraging tools such as Zendesk, Assembled, Gainsight, Salesforce, Tableau and Hex

Preferred Qualifications

• Bachelor’s degree in Computer Science, Economics, Mathematics, Engineering, or other quantitative field
• Experience with statistical methods, SQL, Tableau, Python and/or other advanced analytics and BI/Dashboarding
• Experience supporting Customer Success, Customer Experience, Support, Self-service, AI & Digital efforts
• Experience using Zendesk, Gainsight and Salesforce
• Experience using Notion
• History of promotions or progressive responsibilities at work