What You Will Do
- Design and standardize the Customer Success operating model across segments, including renewal management, expansion workflows, churn mitigation, and account planning
- Audit and improve day-to-day CSM workflows, especially across customer interactions and cross-functional handoffs
- Build clear playbooks and deliver training to embed consistent ways of working across the Customer Success team
- Develop and implement automation and AI-driven solutions, including health scoring, renewal risk signals, workflow triggers, and account insights
- Define and operationalize productivity and capacity models, including revenue benchmarks and workload distribution across CSM portfolios
- Identify productivity gaps and rebalance portfolios to improve efficiency and managed revenue capacity
- Partner on hiring and onboarding Associate CSMs, building structured training programs and enablement materials
- Establish reporting frameworks to track managed revenue, retention, expansion pipeline, portfolio health, and productivity metrics
- Collaborate with Product, Sales, RevOps, and Support to improve handoffs, escalation processes, and churn-risk management
- Lead adoption of new processes and tools through training, documentation, and continuous improvement efforts
What We Are Looking For
- Strong experience in Customer Success, RevOps, Strategy & Operations, or Operational Excellence
- Experience improving or scaling post-sales teams in a SaaS environment
- Proven ability to design processes and implement operational improvements that drive measurable outcomes
- Experience applying automation or AI to business workflows
- Strong systems thinking and ability to translate complexity into clear, scalable processes
- Experience building reporting frameworks and defining productivity metrics
- Strong analytical skills with the ability to interpret data and drive decisions
- Ability to influence stakeholders across teams without direct authority
- Experience designing and delivering onboarding or training programs
- Clear and effective communication skills, both written and verbal
- Strong project management skills and ability to drive initiatives from idea to execution
- High ownership and attention to detail
What We Offer You
- Five weeks paid time off (PTO), 11 company paid holidays, unlimited sick days
- Generous healthcare packages & mental health benefits
- 401K plus matching & equity grants for all new Smartlies
- Wellness benefit & learning reimbursement opportunities
- Volunteer time off days & company donation matching opportunities
- And so much moreβ¦
