Staff, Strategic Programs and Customer Success

Role Overview

Reporting to the VP of Customer Success, you will be second in command for the CS org, building the programs, processes, and initiatives that help the team scale with the customer base. You will partner with the Implementation and Customer Success leaders to prioritize and land programs across their teams. You will also work closely with Sales, Product, Operations, and Marketing on cross-functional initiatives.

This is an individual contributor role with no direct reports, based in NYC with a hybrid schedule (in office Monday, Wednesday, Friday).

What You'll Do

• Own the CS strategic program portfolio and drive the initiatives that improve time to value, retention, expansion, and support efficiency. Examples of programs on the roadmap: a customer health model and review cadence, and a scaled CS motion to complement our white glove approach.

• Build and maintain the CS operating cadence: planning cycles, weekly reviews, OKR tracking, and executive reporting.

• Design and land process and tooling changes across Implementation, Support, and CS, including the change management plan, training, and adoption tracking.

• Act as the CS point of contact for cross-functional work with Product, Engineering, Sales, and RevOps; represent CS priorities and bring back commitments.

• Optimize renewals forecasting and CS capacity planning: the forecast model, risk cadence, book sizing, CSM and IM ratios, and the hiring recommendations that follow, in partnership with Finance and RevOps.

• Step in for the VP of Customer Success in meetings, escalations, and decisions as needed.

• Diagnose problems with data: pull your own numbers, build the business case, and define success before work starts.

What We're Looking For

• 5+ years in post-sales roles (customer success, implementation, professional services, support, or CS operations) at a B2B SaaS company, including 2+ years leading cross-functional programs end to end, ideally at a scaling startup.

• Change management experience. You have rolled out new processes or systems to teams that did not ask for them, and the change stuck.

• Forecasting and capacity modeling experience. You have owned a renewals forecast or built a coverage model and explained it to Finance.

• Strong with data and AI tools. You can pull your own numbers from a BI tool, build a model in a spreadsheet, and use AI to sharpen your analysis and communicate your conclusions clearly.

• Clear writer and effective operator. Your project briefs, status updates, and decision docs are short enough to read and specific enough to act on, and you are as comfortable building a tracker as presenting to the exec team.

What We Offer (Full-Time Roles Only)

• Competitive salary and meaningful equity in a high-growth company

• Comprehensive medical, dental, and vision coverage

• Flexible PTO and paid family leave

• Home office & equipment stipend

• Hybrid NYC office culture (3 days in-office/week) with direct access to leadership

• In-Office Lunch & Dinner Provided