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Customer Success Strategy & Operations Manager
San Francisco, CA +2 · On-site · Manager · Full-time · Posted Oct 30, 2026
- Location
- San Francisco, CA
New York, NY
Austin, TX
About the job
Leads Customer Success strategy and operations, using analytics, models, and experiments to improve customer value, retention, and growth as the company expands into new use cases.
What you'll do
- Design customer segmentation, service coverage, headcount, and capacity models.
- Define CS metrics and operating cadences; track performance and translate trends into actions.
- Analyze product usage and run experiments to improve activation, expansion, retention, and scaled engagement.
What they ask for
- Experience in revenue strategy and operations, customer strategy and operations, or business operations.
- Experience supporting digital, scaled, self-serve customer strategy and/or technical services teams.
- Strong analytical and modeling skills; experience with product usage data and experimentation frameworks.
- Ability to solve problems end to end, communicate across audiences, and partner with senior leadership.
Nice to have
- Experience partnering with Marketing and Product on lifecycle or in-product programs; customer-facing experience.
- Experience with customer health scores or maturity models, data science or analytics, or consumption-based pricing.
Model-written summary · the original posting is authoritative