Customer Success Operations Manager

Role Overview

• Design and operationalize the tech-touch Customer Success strategy for ~1,000 non-managed accounts
• Develop segmentation models based on account size, payout trends, user growth, and engagement signals
• Build structured lifecycle playbooks covering onboarding, activation, growth, and re-engagement
• Define and implement a customer health scoring framework using data from Looker (usage and revenue signals) and HubSpot (account and engagement data)
• Monitor payout volume, transaction frequency, and roster trends in Looker to detect early signs of decline
• Establish thresholds and triggers for intervention
• Design and execute segmented campaigns using HubSpot to drive adoption and engagement
• Develop proactive education initiatives to increase feature utilization
• Continuously analyze campaign performance and refine outreach strategy
• Use AI tools (e.g., Claude, workflow automation platforms) to design, prototype, and deploy scaled engagement programs, health scoring models, and reporting dashboards
• Identify manual or repetitive processes across the Customer Success workflow and build automated solutions to replace them
• Personally engage with high-risk or high-potential accounts when data indicates intervention could improve outcomes
• Conduct structured check-ins focused on usage trends, operational friction, and growth opportunities
• Identify usage growth patterns in Looker that indicate upsell potential
• Create structured processes for surfacing qualified opportunities to Sales
• Partner with the GTM CRM Administrator to define segmentation logic and reporting requirements

Requirements

• 5+ years of experience in Customer Success, CS Operations, Growth, or usage-based SaaS/fintech environments
• Experience operating in a tech-touch or scaled portfolio model
• Strong analytical skills with the ability to interpret behavioral and revenue data; comfortable working directly in BI tools such as Looker to build and modify reports
• Hands-on experience with HubSpot (segmentation, campaign execution, and CRM data management) and familiarity with BI/analytics platforms (Looker preferred) for usage and revenue reporting
• Demonstrated ability to translate data insights into structured customer programs
• Strong written communication and cross-functional collaboration skills
• Demonstrated experience using AI tools (e.g., Claude, ChatGPT, Copilot) to build workflows, automate tasks, or create operational tooling — not just prompting, but building
• Builder mindset: a bias toward creating solutions over requesting them, with comfort iterating quickly and learning by doing.

Benefits

• Market-leading medical, dental, and vision insurance
• Stock options
• Free Premium-Tier Origin Financial Wellness subscription
• Monthly home-office stipend
• 401k (TransAmerica)
• 12-weeks paid parental leave for birthing and non-birthing parents
• Flexible time off + sick and safe time
• 11 paid company holidays