This role owns post-sales operations and the programs that drive retention and growth of existing and new customers. You will run the customer lifecycle operations across onboarding, adoption, renewal, and expansion, and own renewal forecasting that gives the business a clear read on the book.
This is a builder's role at the center of how the team puts AI to work. You will design and run processes including AI and agentic workflows that surface risk earlier and catch expansion signals sooner, so the team can act faster, and you will support the digital CS strategy that drives adoption and delight across our user base.
You will lead a team, partner closely with Customer Success leadership, and own the data and programs that prove the work is driving real revenue.
Location: Ideal location is based in Seattle or Atlanta near in office teams. We are open to remote within the U.S.
Your Daily Adventures Will Include
Process design - with an eye to efficiency; design new and adjust existing customer-centric processes and outcomes in support of continuous improvement
Support organizational Change by rolling out new processes and systems and supervise adoption, both internally and externally to ensure consistency
Analyze positive and negative trends utilizing data from customers, individuals and systems to provide data interpretation
Leveraging data to identify gaps, assess goals and targets, produce gap analysis and promote process & design
Use AI to drive retention and expansion. Design and run AI and agentic workflows, including Claude-based workflows, that catch churn risk early, spot expansion signals, and act on them.
Own the customer lifecycle programs across onboarding, adoption, renewal, and growth, and make them measurably better over time.
Run weekly renewal forecast cadence in partnership with CS leadership.
Build and support the digital and tech-touch strategy that drives adoption and engagement across the customers you cannot reach one to one.
Lead and grow a team, and communicate clearly from the top down, including executive correspondence.
Turn customer data into action through health scoring, early-warning signals, and the metrics that show what is working.
Partner with Customer Success, Product, and Revenue leadership to turn insight into pipeline.
Our Vision of You
5+ years of experience in Customer Success or Account Management
5+ years of experience in Customer Operations, or Revenue Operations, with at least 2 years people leadership experience
Real, hands-on experience putting AI or automation to work in a customer-facing context. You have shipped something, not just talked about it.
A builder's instinct for process and programs, backed by strong analytics and a habit of measuring impact.
Prior customer-facing experience with complex software, and fluency with tools like Salesforce and Outreach.
Excellent communication and the judgment to set priorities in a fast-moving environment.
Bachelor's degree or equivalent experience.
