Swooped ยท 5 hours ago
Customer Success Strategy Operations
United States
Full-time
Remote
Mid Level
$140K/yr - $170K/yr
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Responsibilities
Operationalize Customer Success Strategy: Develop and refine processes, tools, and workflows to scale Customer Success operations. This includes customer segmentation, onboarding workflows, lifecycle mapping, and playbook development.
Analyze Business Dynamics: Collaborate with internal stakeholders on reporting and analysis of metrics such as Net Revenue Retention (NRR), Gross Revenue Retention (GRR), churn rates, product adoption, health scores, and customer sentiment. Leverage these insights to provide early warnings and refine Customer Success strategies.
Optimize the Customer Journey: Enhance the comprehensive customer journey, ensuring seamless transitions across all post-sales touchpoints from onboarding through support and renewal.
Support Strategic Planning: Partner with Finance and Customer Success leadership on planning cycles, including headcount planning, capacity modeling, and quota setting. Provide relevant historical data for informed decision-making.
Drive Process Improvements: Identify inefficiencies and institute improvements to Customer Success workflows, customer onboarding, account transitions, and renewal processes. Establish and implement Key Performance Indicators (KPIs) to measure performance against strategic initiatives.
Optimize Customer Success Systems: Determine the business requirements to enhance Customer Success efficiency, effectiveness, and scalability. Collaborate with RevOps teammates to implement modifications to tools (CRM, health scoring platforms, etc.).
Cross-functional Collaboration: Ensure alignment with Sales, Product, and other teams to allocate resources effectively according to customer needs and projected growth.
Support Change Management: Lead the rollout and adoption of new processes or workflows within the Customer Success team. Collaborate with Enablement on large-scale change initiatives.
Qualification
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Required
Self-motivated individual with a natural curiosity.
Possess both SaaS and financial literacy, providing an informed outlook on Customer Success benchmarks.
Have a strategic mindset and can translate data into actionable recommendations.
Detail-oriented and focused on data accuracy and process quality.
Experience in fast-growth SaaS environments, ideally in a Customer Success or Revenue Operations role.
Proficient in CRM reporting, with a preference for experience in HubSpot.
Can work autonomously while effectively managing multiple tasks and deadlines.
Outstanding communicator, both verbally and in writing.
Benefits
10-year exercise window for stock options, allowing flexibility in exercising upon leaving.
Unlimited PTO with four weeks recommended per year. Expect reminders to take time off as part of regular check-ins.
Twelve weeks of fully paid family leave in the US, with plans to expand this benefit internationally as situations arise.
Generous budget for equipment, software, and office furniture to ensure comfort and productivity.
$100/month education budget, with support for larger expenses (like conferences) upon manager approval.
Excellent health insurance coverage for employees and their dependents in the US, with all premiums fully covered.
401(k) matching available for employees in the US.
Company
Swooped
Swooped is a job search platform using AI to optimize resumes and cover letters, focusing on remote job opportunities.
Founded in 2022
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Matt Landau
Co-Founder
Jake Dluhy
Founder & CTO
Company data provided by crunchbase
