Senior Customer Strategy - Operations Manager

Requirements 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 What the job involves 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 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 #J-18808-Ljbffr Mixpanel