Senior Customer Operations Lead

🕒 September 29

🌐 United States, Spain – Remote

🇺🇸 United States – Remote 🇪🇸 Spain – Remote

🌵 Arizona, California, +25 more states – Remote

🌵 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

⏰ Full Time

🟠 Senior

⚙️ Operations

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Breezeway

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Breezeway is the leading property operations and services platform for short-term rentals. Its property operations platform helps coordinate, communicate, and verify detailed work at properties, delivering the best service experience to guests and homeowners. Breezeway's software and mobile apps have facilitated over 30M property tasks and helped thousands of short-term rental operators and hospitality professionals meet detailed service standards. Combining deep learning technology, robust property data, smart messaging, and mobile-first task management, Breezeway is bringing service optimization to the property management space.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

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