Customer Success Operations Manager

Stelle nicht auf LinkedIn

🕒 vor 2 Monaten

🇺🇸 Vereinigte Staaten – Remote

💵 $110.000 - $120.000 / Jahr

⏰ Vollzeit

🟡 Mittelstufe

🟠 Senior

🏆 Customer Success

🦅 H1B-Visum-Sponsor

Dieses Unternehmen hat in der Vergangenheit H1B-Visa gesponsert.

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Branch

WebsiteLinkedInAlle Stellen

501 - 1000 Mitarbeiter

Gegründet 2014

🔌 API

🤝 B2B

☁️ SaaS

💰 €282.000.000 Series F im 2022-02

API • B2B • SaaS

Branch ist ein Unternehmen für mobiles Wachstum, das eine umfassende Wachstumsplattform bietet, die darauf ausgelegt ist, den Wert digitaler Strategien zu maximieren. Ihre Dienstleistungen konzentrieren sich auf die Verbesserung der Kundenbindung, die Optimierung der Werbeleistung durch ausgeklügelte Attributionsmodelle und die Einhaltung der Datenschutzbestimmungen. Branch betreut über 100. 000 Unternehmen, von Start-ups bis hin zu Fortune-500-Marken, und hilft Unternehmen, nahtlose Benutzererfahrungen über verschiedene Kanäle hinweg zu schaffen, Konversionen zu steigern und signifikantes Wachstum in mobilen Apps sowie Engagement-Kennzahlen zu erreichen.

Beschreibung

• 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

🎯 Anforderungen

• 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.

🏖️ Vorteile

• 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