Build and own a centralized customer intelligence layer combining product usage, account context, and engagement signals.
Define and iterate on health scoring and risk signals that surface clear, actionable insights.
Translate CS strategy into concrete workflows, automation, and playbooks that support 1:few and 1:many CSM motions.
Design scalable playbooks by persona, lifecycle stage, and risk profile.
Partner with GTM Systems and technical teams to define requirements, test solutions, and drive system rollouts.
Identify friction in existing CS motions and deploy operational solutions that improve scale and consistency.

5+ years of experience in Customer Success Operations, Revenue Operations, or Customer Success Leadership—ideally in a marketing tech environment.
Proven experience building or evolving CS operations in early-stage or fast-scaling environments.
Strong systems thinker with hands-on experience designing workflows, automation, and data-driven processes.
Comfortable working with product usage data, customer signals, and cross-functional stakeholders.
Highly collaborative, with experience working cross-functionally across Product, Sales, CS Ops, Growth, Services and Sales.
Startup-ready mentality with a bias toward action, comfort with ambiguity and enthusiasm for building from the ground up.
Experience using AI tools, no-code platforms, or light scripting to create operational efficiency that drives client outcomes is a plus.

Unique opportunity to join on the ground floor of a fast-moving startup building at the center of AI
Tackle challenging and abstract problems while disrupting the $300BN legacy mar-tech industry
Join an experienced high-performing team where you will have immediate ownership and impact
Experience a true meritocracy with significant career growth upside as the business scales

Customer Success Operations Lead

Key skills