Associate, Customer Success Strategy

Remote /
Strategy & Operations /
About Us

Learn more about our mission, culture, and background on our Careers Page.

We're looking for someone to help build out our Customer Success vertical. Is that you?

Responsibilities

    • Develop renewal and upsell forecast cadence to drive accurate reporting to executives on past results and forecasts
    • Develop customer experience and customer health dashboards to drive decision-making
    • Develop leading indicators of retention, renewals management, adoption, utilization, NPS
    • Develop analytical forecasts for account health based on transactional and behavioral patterns
    • Detect early signals of at-risk adoption & renewals, design playbooks for CSMs to address them.
    • Provide data to assist CSMs’ daily prioritization of customer engagement
    • Identify and tackle our toughest operational problems through processes, tools, and dashboards that scale
    • Own the NPS data to define themes and report to leadership
    • Assist with automation of customer journey touchpoints and related CSM activities
    • Define systems and processes that drive productivity, efficiency, and visibility across the entire CS org.
    • Work with cross-functional leaders to deliver outcomes for AtoB and our customers
    • Tier existing customers, assign them to CSMs, re-distribute workload as needed, and forecast hiring needs.
    • Partner with Leadership on CSM compensation plan design and quarterly attainment reporting
    • Contribute to building out team norms and operating procedures as one of our early hires

Preferred Background

    • 3+ years of data-driven, operational experience, ideally in CS Ops, Sales Ops, BizOps, Revenue Ops, or fast-paced consulting role.
    • Ownership of a critical business system for a function’s end-to-end processes.
    • Expert in data analysis, segmentation, and reporting (Can perform complex functions in Excel).
    • Experience in SQL (highly preferred) or willingness to learn
    • Diplomacy, tact, and poise under pressure when working through issues.

Compensation and Benefits

    • Base pay of $80K – $100K (DOE) + equity
    • We offer competitive and comprehensive benefits along with unlimited PTO and 401(K) match.
    • Location: Remote — wherever you want!