Customer Success Operations

You'll partner closely with Customer leadership to design and build the operational backbone for all three teams in our Customer organization: Customer Success, Sustainability Advisory and Services, and Support. That means the engagement models, scalable systems, forecasting infrastructure, and AI-driven workflows the team runs on, plus the reporting leadership uses to steer the business.

This is a role for a hands-on operator who builds what they design and has already rewired their work around AI. You'll operate as a trusted advisor and force multiplier for Customer leadership, owning initiatives end to end from framing the problem to standing up a working solution the team actually uses.

You will:

• Design and implement the Customer operating model, partnering with Customer leadership across Customer Success, Advisory, and Support on organizational design, segmentation, customer engagement models, capacity, staffing, headcount planning, target setting, and performance frameworks.
• Own forecasting from the ground up: retention, expansion, and services capacity - the methodology, models, and operating cadences that leadership actually trusts, and that surface risk and opportunity early enough to change the outcome.
• Build AI-first operational workflows across the customer lifecycle, along with internal tooling that changes how the team operates day to day.
• Lead strategic initiatives end to end: drive complex, multi-workstream Customer org initiatives from conception through implementation, framing problems alongside cross-functional partners and co-building and co-owning the result.

You might be a fit for this role if:

• You bring 5+ years experience in GTM Operations (CS Ops, RevOps, Strategy & Ops) at a high-growth B2B technology company, or a mix of top-tier strategy consulting and GTM Ops.
• You've supported customer-facing teams directly, especially Customer Success. You know how CSMs actually spend their week, you've owned the reporting and operating cadence behind a retention number, and you can tell a real risk or expansion signal from noise.
• You have demonstrated analytical excellence. You've built the forecasting models behind real leadership decisions, e.g., capacity, retention, expansion.
• You turn ambiguous problems into working systems. You independently take a vague strategic objective through to a plan, a build, and adoption - often as the only person on the problem - and you hold strong opinions about what good looks like.
• You're hands-on with GTM and BI tools like Salesforce, Gong, and Sigma. You build your own systems and partner with GTM Engineering on the bigger lifts. Bonus if you're adept with SQL and Salesforce administration, including automation and data model design.
• AI is already embedded in how you work. You've shipped AI workflows that other teams actually use, and you have a point of view on how Customer teams should evolve because of it.
• You're an exceptional communicator who influences without authority. You can drive alignment across Customer, Product, Data, Sales, and Finance when teams disagree.

Required Either:

• 4+ years of hands-on GTM Operations experience (CS Ops, CX Ops, Customer Ops, RevOps, Sales Ops; other S&O or BizOps roles that touch GTM); OR 3+ years at top-tier strategy consulting (McKinsey, Bain, BCG) plus 2+ years inside GTM or Customer Ops team that supported Customer Success.
• Direct operational support of Customer Success teams.
• Walks in fluent in the function: what a CSM does week to week, different approaches to derive a health score, how renewals and customer engagements run.
• Demonstrated strength in and ownership of at least one of: Retention and expansion analytics; GRR/NRR forecasting methodology and the operating cadences around it; CS strategy and planning (operating model design; goal setting; headcount planning; budgeting).
• Strong working knowledge of Salesforce. Floor: builds their own reports and dashboards, and has scoped and submitted development requests to another team for implementation (Salesforce or comparable CRM).
• Has shipped AI workflows that other teams adopted and still use - not tool familiarity, not prototypes.
• Comfort operating as a generalist with a clear operational spike area (planning, analytics, or programs/process).
• Has independently taken a vague objective through to a plan, a build, and adoption.
• Communicates and influences without authority - can hold a position with CS, Product, Data, Sales, and Finance leadership.

Bonus:

• Owned development & administration themselves; shaped roadmap.
• Strong plus Services/Advisory or Support Ops depth.
• Hands-on Salesforce build (flows, automation, data model).
• Adept in SQL.
• Experience partnering directly with senior CS leadership on targets, comp, or coverage.

Explicitly not required:

• Climate, sustainability, or carbon accounting background.
• Familiarity with all of our tooling.
• People management experience (IC role).
• Time as a CSM or other customer-facing role.