Senior Customer Strategy & Operations Manager

About the company the company is the leading product intelligence and analytics platform, trusted by more than 29,000 companies to help understand how people use the products they build. By combining powerful analytics with AI that knows your business, the company helps teams see what’s working, diagnose what’s not, and decide what to build next. Learn more at the company.com. About the Team The Revenue Strategy & Operations team at the company partners with Regional and Global Business Leaders to set and execute revenue strategy across the customer lifecycle. We build the strategy, operational processes, reporting infrastructure, and decision-making frameworks that make our GTM teams successful. About the Role As Senior Customer Strategy & Operations Manager, you’ll be the strategic advisor and operating partner to our VP of Global Customer Success. You’ll own how we understand, retain, and grow our customer base - diagnosing what drives upsell, what predicts churn, and what we need to build to scale the post-sales motion. This isn’t a role where you inherit a clean process and tune it at the margins. You’ll get your hands dirty in customer-level data, design the systems that turn signals into action, and build AI-powered tooling. You’ll work directly with CS leadership day-to-day and feed field-level insight back into the broader Revenue Strategy team and GTM leadership. You bring the structured thinking of a consultant and the bias for action of an operator. You’re equally comfortable in a strategy session with the VP and three layers deep in a SQL query. Responsibilities Customer analysis at the account level. Get hands-on with the data to understand what drives expansion, what predicts churn, and where the highest-leverage interventions live. You’ll connect product usage signals, customer health, and commercial outcomes and translate the findings into decisions the CS org acts on. Forecasting and pipeline rigor for the post-sales motion. Build and evolve how we forecast GRR, NRR, and expansion pipeline. You’re technical enough to wire up the inputs yourself. The CS operating cadence. Run the rhythm - business reviews, executive deep dives, leadership offsites - and make sure the right questions get asked with the right data behind them. CS systems and tooling. Partner with our systems team on our CS platform and its integrations with Salesforce and our product data. You’ve deployed or deeply operated one of these before and know where the leverage is. AI as a force multiplier. Build skills, agents, and automations that the whole CS org can adopt. Strategic partnership with Global CS leadership. Act as a true business partner in the room, in the work, jointly owning the outcomes. You’ll also coordinate with peers supporting other functions to make sure the post-sales view connects to the broader GTM picture. We're Looking for Someone Who Has 5+ years operating in Revenue Strategy, Sales Strategy, CS Operations, or Business Operations at a high-growth B2B SaaS company. Ideally smaller, fast-moving environments where you own outcomes end-to-end. Direct experience supporting a Customer Success or Post-Sales organization. You’ve worked alongside CS leadership, understand the mechanics of retention and expansion, and have driven measurable impact on GRR, NRR, or churn. Hands-on with a CS platform. You’ve deployed, administered, or deeply operated a CSP. You understand health scoring, playbooks, and lifecycle workflows. Strong technical and analytical instincts. You write your own SQL, build your own models, and work directly with operational data. Enterprise product experience. You’ve worked on a product sold to Enterprise customers. Structured thinking and commercial judgment. Your work is rigorous, your priorities are clear, and you build for impact. Exceptional communication. You can move from a SQL query to an exec-level recommendation in the same hour. Genuine, daily AI fluency. You’ve built skills, agents, or automated workflows that others use. #LI-Hybrid Compensation The amount listed below is the total target cash compensation (TTCC) and includes base compensation and variable compensation in the form of either a company bonus or commissions. Variable compensation type is determined by your role and level. In addition to the cash compensation provided, this position is also eligible for equity consideration and other benefits including medical, vision, and dental insurance coverage. You can view our benefits offerings here. Our salary ranges are determined by role and level and are benchmarked to the SF Bay Area Technology data cut released by Radford, a global compensation database. The range displayed represents the minimum and maximum TTCC for new hire salaries for the position across all of our US locations. To stay on top of market conditions, we refresh our salary ranges twice a year so these ranges may change in the future. Within the range, individual pay is determined by experience, job-related skills, qualifications, and other factors. If you have questions about the specific range, your recruiter can share this information. the company Compensation Range

$183,000—$247,500 USD

Benefits and Perks Comprehensive Medical, Vision, and Dental Care Mental Wellness Benefit Generous Vacation Policy & Additional Company Holidays Enhanced Parental Leave Volunteer Time Off Additional US Benefits: Pre‑Tax Benefits including 401(K), Wellness Benefit, Holiday Break please note that benefits and perks for contract positions will varyCulture Va #J-18808-Ljbffr United States Digital Space LLC