Customer Success Operations Manager

Job not on LinkedIn

🕒 April 3

🇺🇸 United States – Remote

💵 $110k - $120k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Branch

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2014

🔌 API

🤝 B2B

☁️ SaaS

💰 $282M Series F on 2022-02

API • B2B • SaaS

Branch is a mobile growth company that provides a comprehensive growth platform designed to maximize the value of digital strategies. Their services focus on improving customer engagement, optimizing advertising performance through sophisticated attribution, and ensuring compliance with data protection regulations. Serving over 100,000 companies from startups to Fortune 500 brands, Branch helps businesses create seamless user experiences across various channels, drive conversions, and achieve significant growth in mobile apps and engagement metrics.

📋 Description

• Design and operationalize the tech-touch Customer Success strategy for ~1,000 non-managed accounts • Develop segmentation models based on account size, payout trends, user growth, and engagement signals • Build structured lifecycle playbooks covering onboarding, activation, growth, and re-engagement • Define and implement a customer health scoring framework using data from Looker (usage and revenue signals) and HubSpot (account and engagement data) • Monitor payout volume, transaction frequency, and roster trends in Looker to detect early signs of decline • Establish thresholds and triggers for intervention • Design and execute segmented campaigns using HubSpot to drive adoption and engagement • Develop proactive education initiatives to increase feature utilization • Continuously analyze campaign performance and refine outreach strategy • Use AI tools (e.g., Claude, workflow automation platforms) to design, prototype, and deploy scaled engagement programs, health scoring models, and reporting dashboards • Identify manual or repetitive processes across the Customer Success workflow and build automated solutions to replace them • Personally engage with high-risk or high-potential accounts when data indicates intervention could improve outcomes • Conduct structured check-ins focused on usage trends, operational friction, and growth opportunities • Identify usage growth patterns in Looker that indicate upsell potential • Create structured processes for surfacing qualified opportunities to Sales • Partner with the GTM CRM Administrator to define segmentation logic and reporting requirements

🎯 Requirements

• 5+ years of experience in Customer Success, CS Operations, Growth, or usage-based SaaS/fintech environments • Experience operating in a tech-touch or scaled portfolio model • Strong analytical skills with the ability to interpret behavioral and revenue data; comfortable working directly in BI tools such as Looker to build and modify reports • Hands-on experience with HubSpot (segmentation, campaign execution, and CRM data management) and familiarity with BI/analytics platforms (Looker preferred) for usage and revenue reporting • Demonstrated ability to translate data insights into structured customer programs • Strong written communication and cross-functional collaboration skills • Demonstrated experience using AI tools (e.g., Claude, ChatGPT, Copilot) to build workflows, automate tasks, or create operational tooling — not just prompting, but building • Builder mindset: a bias toward creating solutions over requesting them, with comfort iterating quickly and learning by doing.

🏖️ Benefits

• Market-leading medical, dental, and vision insurance • Stock options • Free Premium-Tier Origin Financial Wellness subscription • Monthly home-office stipend • 401k (TransAmerica) • 12-weeks paid parental leave for birthing and non-birthing parents • Flexible time off + sick and safe time • 11 paid company holidays