Customer Success Strategy & Operations Manager

CUSTOMER SUCCESS STRATEGY & OPERATIONS MANAGER

We’re hiring a Customer Success Strategy & Operations Manager to help us deliver customer value and reach. We built our foundation around our coding product and engineering users. As we expand into general knowledge work and new use cases, our customer value delivery needs to evolve with it.

Our customers vary in type and size, and our goal is to unlock exceptional value for everyone. You’ll begin as a generalist across Customer Success, with a focus on solutions architecture, digital and scaled motions and the opportunity to develop deep expertise in a business unit end to end as we grow. You’ll partner with senior leaders to understand what’s working, what isn’t, and how to adapt the customer experience to drive value realization, retention, and growth.

You bring an analytical mindset and an orientation toward rapid experimentation. You’ll identify usage patterns that predict customer growth or churn, turn them into signals and plays the team can use, and help run experiments to learn what works so we can apply those learnings forward. The teams you will support are technical and experienced. They need a strategy and operations partner who brings insight and rigor that helps them make the right big bets and move with pace in bringing them to life.

You’ll be a thought partner to senior leadership and a hands-on operator who builds the models, insights and systems that help our teams stay agile and deliver on our goals. This isn’t a pure strategy role or a pure analyst role: you’ll set direction with leadership in one meeting and build the model behind it in the next.

Our organization is flat, and our team is small and talent-dense. You’ll have an outsized impact on our customers and the company’s trajectory. We’re looking for someone who is truth-seeking, collaborative, analytical, and loves to build.

RESPONSIBILITIES:

• Design segmentation, coverage and capacity models so each customer gets the service model that drives growth and headcount goes where it has the most impact

• Define the core Customer Success metrics and compensation models, and build the dashboards and tools that put the right KPIs in front of frontline teams and leadership

• Analyze product usage to find the patterns that predict activation, expansion, retention and churn, then turn them into signals and plays the team can act on

• Design and run rapid experiments with clear hypotheses and control groups, then scale what works and retire what doesn't

• Build the leadership operating cadence, including business reviews, planning and decision forums, and track business performance so trends become specific actions with owners

• Help build the scaled engagement model as one system that connects data, tooling, digital touchpoints and human coverage

BASIC QUALIFICATIONS:

• 5+ years of experience in revenue strategy and operations, customer strategy and operations, or business operations

• Experience analyzing product usage data with SQL or a comparable analytics tool

PREFERRED SKILLS AND EXPERIENCE:

• Experience supporting digital, scaled, self-serve, customer success or technical services teams

• Experience building experimentation frameworks to measure the causal impact of customer programs

• Experience building headcount, capacity, segmentation or coverage models

• Experience designing customer health scores or maturity models

• Experience partnering with Marketing and Product on lifecycle or in-product programs

• Background in data science or analytics

• Customer-facing experience

• Experience with consumption-based pricing models

• Experience building a strategy and operations function from the ground up

COMPENSATION AND BENEFITS:

The annual compensation range for this role is listed below.

Annual Salary:

$250,000 - $300,000 USD

Your actual level and base salary will be determined on a case-by-case basis and may vary based on the following considerations: job-related knowledge and skills, education, and experience.

Base salary is just one part of our total rewards package at SpaceXSI, which also includes equity, comprehensive medical, vision, and dental coverage, access to a 401(k) retirement plan, short & long-term disability insurance, life insurance, and various other discounts and perks.