71 applicants

Company

Swooped · 17 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

Key responsibilities include managing capacity and forecast models, overseeing NPS programs and customer health scoring, designing compensation plans, setting targets, and conducting performance analyses.

The role also focuses on innovating operational procedures for seamless business operations and informed decision-making.

Collaborate with the VP of Customer Success to define and execute strategies that align with the company's growth goals.

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

Design and oversee compensation plans for Account Managers, including setting quarterly targets in conjunction 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 monitor 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 smooth transitions throughout the customer lifecycle.

Promote the adoption of automation and best practices to enhance efficiency and reduce friction for both internal teams and customers.

Enable customer-facing teams to concentrate on their responsibilities 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.

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

Create 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.

Act as the key liaison between Customer Success and other teams, including Sales, Product, Engineering, Marketing, Finance, and Sales Operations, ensuring seamless transitions 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 empower 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, assisting them in solving complex challenges and effectively scaling their functions.

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 OperationsB2B SaaS ExperienceData Visualization ToolsNPS Program ManagementHubSpotZendeskMonday.comLookerTableauForecastingARR ModelingHealthcare ExperienceCross-Functional Collaboration

Required

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

Ability to critically and strategically connect 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 from start to finish. Familiarity with forecasting and ARR modeling is a plus.

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

High emotional intelligence 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 a strong ownership mentality to work independently and create impact in ambiguous situations.

A deep commitment to ensuring customers achieve their desired outcomes, paired with a proactive approach to 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

Joining a high-growth venture-backed startup as part of the early crew. You will be employee #70-80ish.

Competitive compensation with generous, employee-friendly equity. There is a 10-year exercise window.

Fresh Fridays: •Half-day Fridays•. •Every week.•

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

100% remote work.

Flexibility for in-office work _if desired_ with $150 WeWork credits each month.

401k.

Health, dental, and vision insurance 100% covered by the company (in some states it’s 99% due to regulations).

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

2 Treat Yourself Days per year: The company will reimburse you $100 to take a day off for self-care. The only requirement is you share what you did with the team.

Generous parental leave.

Paid Spotify.

Health & Wellness benefit – gym membership or similar covered.

Regular team offsites 2-4 times per year, with past trips to Greece, Jackson Hole, Cabo, Santa Fe, California wine country, and Mexico City. Inquire about the legendary Jackson offsites!

Ownership of your work, collaboration with a close team, and direct access to founders, all while building a startup. If you choose to leave to start your own company, the hiring company would love to be your first angel investors.