Customer Success Operations Manager
Skills
- 5+ years in Customer Success, CS Operations, Growth, or usage-based SaaS/fintech
- Experience designing and operating a tech-touch/scaled portfolio model
- Strong analytical skills and hands-on experience building/modifying reports in BI tools (Looker preferred)
- Practical HubSpot experience including segmentation, campaigns, and CRM data management
- Experience using AI tools (Claude, ChatGPT, Copilot) to build automations and operational tooling
- Familiarity with workflow automation platforms (n8n, Zapier, Make) preferred
- Excellent written communication and cross-functional collaboration skills
- Builder mindset with bias for creating solutions and iterating quickly
Responsibilities
- Design and operationalize the tech-touch Customer Success strategy for ~1,000 non-managed accounts
- Develop segmentation models based on account size, payout trends, user growth, and engagement signals
- Build lifecycle playbooks for onboarding, activation, growth, and re-engagement
- Define and implement a customer health scoring framework using Looker and HubSpot data
- Monitor payout volume, transaction frequency, and roster trends to detect decline and silent churn
- Design and execute segmented lifecycle campaigns in HubSpot to drive adoption and engagement
- Leverage AI tools and workflow automation to prototype, build, and scale engagement programs and automations
- Perform targeted outreach to high-risk or high-potential accounts and coordinate interventions
- Identify expansion signals from usage data and surface qualified opportunities to Sales
- Partner cross-functionally with CX Operations, Product, Support, and GTM CRM Admin to integrate tooling and share actionable insights
Education
- Bachelor's degree in business, analytics, computer science, or related field preferred, or equivalent professional experience
- Relevant certifications or training in analytics, CRM, or automation tools are a plus
- Continuous learning aptitude for AI and automation technologies
Benefits
- Market-leading medical, dental, and vision insurance
- Stock options
- Free premium-tier Origin Financial Wellness subscription
- Monthly home-office stipend
- 401(k) via TransAmerica
- 12 weeks paid parental leave for birthing and non-birthing parents
- Flexible time off plus sick and safe time
- 11 paid company holidays
Average salary estimate
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