Customer Success Strategy & Operations Manager

There are early foundations in place, but much of the long-term system still needs to be built - from the metrics that matter, the cadences that drive decisions, the playbooks that scale. This is a rare chance to build that system from the ground up and shape how a fast-growing, high-stakes function runs for years to come.

This person will be a strategic thought partner and hands-on operator who is equally comfortable thinking big-picture with senior leadership and getting into the weeds to build the systems, models, and processes that let the org run on real data. They'll work cross-functionally with RevOps, GTM, and Finance to bring ideas to life quickly and iterate as the business evolves.

- Establish key metrics and compensation models for the ADM organization

- Evaluate performance of the business, drivers and trends, and guide targeted action plans

- Build, refine and optimize headcount and capacity models to ensure we make the right investments

- Build, refine and optimize segmentation modeling to ensure we deliver the right service model that ultimately leads to revenue growth

- Build and operationalize frameworks with the ADM organization, such as health scores, maturity models and corresponding playbooks that drive usage and growth

- Build and operationalize dashboards that surface the right KPIs and insights at the right time to drive action across all levels of the organization

- Build and operationalize an end-to-end operating cadence for the leadership team to support fast, informed decision-making

- Serve as a trusted advisor to the leadership team; You can think big picture and also lean in to figure out how to get things done iteratively

- Partner closely with cross-functional stakeholders in RevOps, Go to Market, Finance and more to bring concepts to life rapidly, and iterate and evolve together

- Incorporate a global mindset into your work, taking into account local nuances and input and ensuring global plans stick regionally

- Experience in Customer Strategy and Operations; Customer Success or Account Management focus strongly preferred

- Builder mindset - you are comfortable building from the ground-up and are adept at flexing between launch and iterate vs. going deep

- Strong operations mindset - you have an eye for critical foundations such as capacity modeling, staffing, planning and process

- Experience with CS frameworks such as health scores and maturity models - but with an open-mindedness to evolve them to meet our business needs

- Excellent stakeholder management skills, comfortable operating across levels and audiences to get things done

- Strong project management skills, you can clearly outline what needs to happen and know how to keep your team informed and engaged

- Experience in Business Operations, Sales or Services strategy & ops

- Experience with company strategy such as localization, pricing, etc.