Senior Customer Operations Lead

🕒 Setembro 29

🌐 Estados Unidos, Espanha – Remoto

🇺🇸 Estados Unidos – Remoto (EUA) 🇪🇸 Espanha – Remoto

🌵 Arizona, California, +25 estados a mais – Remoto

🌵 Arizona – Remote 🏄 California – Remote 🦌 Connecticut – Remote 🐊 Florida – Remote 🥔 Idaho – Remote 🌽 Illinois – Remote 🦞 Maine – Remote 🎰 Nevada – Remote 🗻 New Hampshire – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote 🌲 Oregon – Remote 🍂 Massachusetts – Remote 🚗 Michigan – Remote 🏰 Missouri – Remote 🔔 Pennsylvania – Remote ⚓ Rhode Island – Remote 🌴 South Carolina – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⛷️ Utah – Remote 🍁 Vermont – Remote ⚔️ Virginia – Remote ☕ Washington – Remote 🧀 Wisconsin – Remote

⏰ Tempo Integral

🟠 Sênior

⚙️ Operações

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Breezeway

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2017

💼 Consultoria

🏥 Saúde

📦 Logística

Consulting • Healthcare • Logistics

A plataforma de operações imobiliárias da Breezeway ajuda a coordenar, comunicar e verificar trabalhos detalhados em propriedades, proporcionando a melhor experiência de serviço para hóspedes e proprietários.\n\nOs softwares e aplicativos móveis da Breezeway facilitaram mais de 30 milhões de tarefas imobiliárias e ajudaram milhares de operadores de aluguel de curto prazo e profissionais da hospitalidade a atender a padrões de serviço detalhados.\n\nCombinando tecnologia de aprendizado profundo, dados imobiliários robustos, mensagens inteligentes e gerenciamento de tarefas focado em dispositivos móveis, a Breezeway está trazendo otimização de serviços para o espaço de gerenciamento imobiliário. Criada pelo fundador da FlipKey (adquirida pela TripAdvisor), a equipe da Breezeway está construindo o futuro dos cuidados e serviços imobiliários.

Descrição

• Own and optimize the customer experience from onboarding through expansion and renewal • Define lifecycle program requirements across HubSpot and Appcues, including audiences, triggers, timing, and enrollment logic • Jointly own lifecycle success metrics and iterate programs to drive activation, retention, and revenue growth • Map, document, and continuously improve customer processes, handoffs, owners, SLAs, and controls • Manage and evolve HubSpot workflows, pipelines, health scoring, segmentation, and reporting • Build and maintain centralized Metabase dashboards for customer health, journey-stage performance, and revenue trends • Partner with Revenue Operations on pipeline management, forecasting models, and data infrastructure • Coordinate with Product Marketing on go-to-market readiness, systems updates, training, and materials for CX teams • Collaborate with Sales on handoff quality, early lifecycle health, and expansion pipeline • Develop differentiated B2C and upmarket B2B customer journey tracks • Build scalable playbooks for onboarding, check-ins, expansion, and churn risk; train the CS team • Use AI tools including Claude to standardize and automate Customer Success communications • Translate customer feedback and operational data into product and process improvements • Act as a strategic thought partner to the SVP of Client Experience

🎯 Requisitos

• 4–7 years in customer operations, revenue operations, customer success operations, or a closely related role • Clear ownership of customer journey programs and operational analytics • Proven track record in a high-velocity startup or scale-up environment • Strong HubSpot expertise, including workflows, sequences, pipeline management, health scoring, and reporting • Ability to build centralized dashboards in Metabase or equivalent • Ability to write SQL queries, run cohort and funnel analysis, model forecasts, and surface business insights independently • Experience with pipeline management and forecasting • Experience working cross-functionally with Revenue Operations, Customer Marketing, and Product Marketing • Primary experience owning B2C customer journeys, with meaningful exposure to B2B or upmarket accounts • Systems and process-oriented thinking • Strong written communication • Availability and collaboration during Eastern Time hours • Comfortable working with distributed teammates across time zones • Early adopter of AI tools and interest in experimenting with them • Bonus: SaaS experience serving the short-term rental, property management, or vacation rental market • Bonus: Familiarity with vertical SaaS, operations platforms, or field service software • Bonus: Background in product-led growth and self-serve onboarding design • Bonus: Hands-on experience with Appcues or similar platforms

🏖️ Benefícios

• Remote-first company • Flexible collaboration during Eastern Time hours • Equal opportunity and inclusive workplace • Application process accommodations available

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