GTM Strategy and Operations, Customer Success

Customer Success Strategy Lead

Responsibilities

Strategic Analysis, Operations & Planning

Partner with CS leadership to analyze and refine portfolio segmentation strategies, including resource scaling, allocation, and coverage models. Develop and maintain customer health frameworks that predict renewal risk and expansion opportunities across different customer segments. Support development of targeted retention and expansion strategies based on customer usage patterns, value realization metrics, and competitive landscape. Maintain excellence through business reviews and operating cadences focused on gross retention, net retention, and customer satisfaction targets.

Data-Driven Decision Support

Build and evolve customer health scoring models that incorporate product usage, engagement metrics, and business outcomes. Create predictive analytics for renewal forecasting and churn risk identification. Analyze CSM / TSM performance metrics to optimize book of business assignments and coverage ratios. Synthesize tangible recommendations for improving time-to-value, adoption rates, and expansion velocity.

Customer Lifecycle Optimization

Design and implement scalable customer journey frameworks that maximize value realization at each stage. Develop playbooks for critical customer moments : onboarding, adoption milestones, renewal cycles, and expansion opportunities. Create standardized success criteria and outcome measurements across different customer segments. Partner with Product to ensure customer feedback loops drive roadmap prioritization.

Renewal & Expansion Excellence

Build data-driven renewal forecasting models and early warning systems for at-risk accounts. Develop expansion opportunity identification frameworks based on usage patterns and untapped use cases. Create pricing and packaging recommendations based on customer segmentation and value drivers. Support executive-level renewal negotiations with business case development and ROI analysis.

Cross-Functional Collaboration

Work closely with Sales, Product, and Engineering teams to align on customer success initiatives and provide feedback regularly. Partner with Revenue Operations on management reporting, systems integration, and process automation. Collaborate with Finance on customer analysis to inform target setting and resource investment decisions. Support coordination between pre-sales (AE / AAI) and post-sales (CSM / TSM) teams for smooth handoffs.

You may be a good fit if you have :

5+ years of experience in customer success strategy, revenue operations, or management consulting with focus on SaaS / enterprise software. Deep expertise in customer health scoring, renewal forecasting, and portfolio optimization. Strong analytical skills with experience in CRM and customer analytics platforms and BI tools (e.g. Salesforce, Looker, Gainsight or Catalyst). Proven track record of improving gross retention rates and net dollar retention in very fast paced, high-growth environments. Experience with consumption-based pricing models and usage analytics strongly preferred. An ability to translate complex customer data into actionable strategic recommendations. Demonstrated success in building scalable customer success processes and playbooks. Strong project management and stakeholder influence skills across technical and business teams. A healthy balance of customer empathy with data-driven decision making. Experience with AI / ML customer implementations and technical account management preferred. A desire and readiness to do the best work of your career.

Bachelor's degree required; MBA or advanced degree preferred.

Deadline to apply : None. Applications will be reviewed on a rolling basis. The expected base compensation for this position is below. Our total compensation package for full-time employees includes equity, benefits, and may include incentive compensation.

Annual Salary : $190,000 - $270,000 USD

Logistics

Education requirements : We require at least a Bachelor's degree in a related field or equivalent experience. Location-based hybrid policy : Currently, we expect all staff to be in one of our offices at least 25% of the time. However, some roles may require more time in our offices. Visa sponsorship : We do sponsor visas! However, we aren't able to successfully sponsor visas for every role and every candidate. But if we make you an offer, we will make every reasonable effort to get you a visa, and we retain an immigration lawyer to help with this. We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification as listed. Research shows that people who identify as being from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy, so we urge you not to exclude yourself prematurely and to submit an application if you're interested in this work. We think AI systems like the ones we're building have enormous social and ethical implications. We think this makes representation even more important, and we strive to include a range of diverse perspectives on our team. Minimum Salary : 190000 Maximum Salary : 270000 Salary Unit : Yearly