158 applicants

Company

Freshpaint · 16 hours ago

Customer Success Operations Strategy Lead

United States

Full-time

Remote

Senior Level

$140K/yr - $180K/yr

5+ years exp

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Responsibilities

Partner with the VP of Customer Success to define and execute strategies that align with Freshpaint’s growth goals.

Build and maintain a Customer Success operational roadmap to drive customer retention, expansion, and satisfaction.

Own and design compensation plans for Account Managers, including setting quarterly targets in partnership with Finance.

Create headcount models for Customer Success Engineering and Support teams, optimizing for hiring and time tracking.

Establish metrics, KPIs, and reporting frameworks to track team performance and customer outcomes, ensuring alignment with company objectives.

Design and implement scalable processes across Account Management, Customer Success Engineering, and Support Engineering teams.

Optimize workflows in tools like Delighted, Monday.com, HubSpot, and Zendesk to ensure seamless transitions across the customer lifecycle.

Drive adoption of automation and best practices to improve efficiency and reduce friction for both internal teams and customers.

Enable customer-facing teams to focus on their work by minimizing operational distractions.

Design, implement, and manage the NPS program end-to-end, including data analysis and reporting.

Build and maintain customer health scoring models to identify at-risk accounts and expansion opportunities.

Use insights from NPS and health scores to inform customer success strategies and improve retention.

Build dashboards and reporting mechanisms to provide visibility into key performance indicators for the Customer Success organization.

Leverage data to identify trends, opportunities, and risks across the customer base, informing strategic decisions.

Develop predictive models for churn risk and customer health, incorporating insights from usage data, account history, and support metrics.

Serve as the key liaison between Customer Success and other teams, including Sales, Product, Engineering, Marketing, Finance, and Sales Operations, ensuring seamless handoffs and alignment.

Provide actionable feedback to Product and Engineering teams based on customer insights to improve the platform and enhance customer satisfaction.

Create and maintain resources, playbooks, and training materials to enable the success of Customer Success Engineering, Account Management, and Support Engineering teams.

Lead initiatives to onboard new tools and processes, ensuring smooth adoption and measurable impact.

Act as a mentor and thought partner to team leads, helping them solve complex challenges and scale their functions effectively.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer Success OperationsRevenue OperationsB2B SaaS ExperienceData AnalysisProcess OptimizationHubSpotZendeskMonday.comNPS Program ManagementCustomer Health ScoringLookerTableauForecastingARR ModelingHealthcare ExperienceProduct Analytics ToolsCross-Functional Collaboration

Required

5+ years in customer success operations, revenue operations, or a related strategic role in a B2B SaaS environment, with a proven track record of scaling operations in a high-growth setting.

Ability to think critically and strategically, connecting the dots between data, processes, and business outcomes.

Strong experience with tools like HubSpot, Zendesk, Monday.com, and data visualization platforms (e.g., Looker, Tableau). Proven ability to design and manage NPS programs and customer health scoring end-to-end.

Exceptional analytical skills to model operational questions end-to-end (from assumptions to outputs), interpret data, and translate insights into actionable strategies.

High EQ with the ability to influence and build relationships across teams and at all levels of the organization. Senior presence to convey complex information clearly and concisely to executives.

Hands-on builder with a problem-solving mindset, demonstrated lateral thinking, and a first-principles approach. History of leading projects from concept to execution over 2-5+ month timelines with an ownership mentality to work independently and drive impact in ambiguous situations.

A deep commitment to ensuring customers achieve their desired outcomes, coupled with a proactive mindset for solving challenges.

Preferred

Experience in healthcare or regulated industries.

Familiarity with product analytics tools.

Background in supporting or managing Customer Success, Account Management, or Support teams.

Benefits

Competitive compensation with generous, employee-friendly equity. We have a 10-year exercise window.

Freshpaint Fridays: Half-day Fridays. Every week.

Unlimited PTO, with a minimum requirement of 2 weeks per year. Plus various observed holidays.

100% remote

Flex in-office if you want with $150 WeWork credits each month

401k

Health, dental, and vision insurance 100% covered by the company (some states it’s 99% because laws).

Mental health benefits - therapy appointments and more covered by the company

2 Treat Yourself Days per year: We'll pay you $100 to take a day off and do whatever makes you happy. The only catch is you have to share what you did with the rest of the team.

Generous parental leave

Paid Spotify

Health & Wellness benefit – gym membership or similar covered

Regular team offsites 2-4 times per year. We’ve been to Greece, Jackson Hole, Cabo, Santa Fe, California wine country, and Mexico City in the recent past.