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Customer Success Strategy Operations - Remote Eligible
Develop and implement data-driven strategies to enhance customer success and retention.
Remote
Mid-Level
1 week ago
✨ About The Role
- The Customer Success Strategy Operations role involves driving strategy, processes, and data-driven insights for the Customer Success Team.
- Responsibilities include operationalizing customer success strategy through the development of processes, tools, and workflows.
- The role requires analyzing business dynamics and partnering with internal stakeholders to report on key metrics such as NRR, GRR, and churn.
- Enhancing the customer journey from onboarding through support and renewal is a critical aspect of the job.
- The candidate will collaborate with Finance and CS leadership on planning cycles, including headcount planning and capacity modeling.
- Identifying inefficiencies and implementing improvements to customer success workflows is a key responsibility.
- The role involves defining business requirements to improve efficiency and scalability within Customer Success systems.
- Cross-functional collaboration with Sales, Product, and other teams is essential to align resources with customer needs.
âš¡ Requirements
- The ideal candidate is a self-starter with a strong sense of curiosity and a proactive approach to problem-solving.
- They should possess both SaaS and financial literacy, providing informed perspectives on customer success benchmarks.
- A strategic mindset is essential, with the ability to distill complex data into actionable recommendations.
- Attention to detail and a commitment to data accuracy and process quality are crucial for success in this role.
- Experience in fast-growth SaaS environments, particularly in Customer Success or Revenue Operations, is highly valued.
- Proficiency in CRM reporting, especially with HubSpot, is preferred.
- The candidate should be capable of managing multiple tasks and deadlines effectively while working autonomously.
- Excellent verbal and written communication skills are necessary for collaboration across teams.
About Ashby
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