Senior Customer Strategy & Operations Manager

As Senior Customer Strategy & Operations Manager, you'll be the strategic advisor and operating partner to our VP of Global Customer Success. You'll own how we understand, retain, and grow our customer base - diagnosing what drives upsell, what predicts churn, and what we need to build to scale the post-sales motion.

Responsibilities:

• Customer analysis at the account level. Get hands-on with the data to understand what drives expansion, what predicts churn, and where the highest-leverage interventions live.
• Forecasting and pipeline rigor for the post-sales motion. Build and evolve how we forecast GRR, NRR, and expansion pipeline.
• The CS operating cadence. Run the rhythm - business reviews, executive deep dives, leadership offsites - and make sure the right questions get asked with the right data behind them.
• CS systems and tooling. Partner with our systems team on our CS platform and its integrations with Salesforce and our product data.
• AI as a force multiplier. Build skills, agents, and automations that the whole CS org can adopt.
• Strategic partnership with Global CS leadership. Act as a true business partner in the room, in the work, jointly owning the outcomes.

We're Looking for Someone Who Has:

• 5+ years operating in Revenue Strategy, Sales Strategy, CS Operations, or Business Operations at a high-growth B2B SaaS company.
• Direct experience supporting a Customer Success or Post-Sales organization.
• Hands-on with a CS platform.
• Strong technical and analytical instincts.
• Enterprise product experience.
• Structured thinking and commercial judgment.
• Exceptional communication.
• Genuine, daily AI fluency.

Benefits and Perks:

• Comprehensive Medical, Vision, and Dental Care
• Mental Wellness Benefit
• Generous Vacation Policy & Additional Company Holidays
• Enhanced Parental Leave
• Volunteer Time Off
• Additional US Benefits: Pre-Tax Benefits including 401(K), Wellness Benefit, Holiday Break