Customer Success Strategy & Operations Manager

San Francisco, United StatesRemote

Requirements

We’re hiring a Customer Success Strategy & Operations Manager to help build the operating system for our AI Deployment Management (CSM) function.
They'll work cross-functionally with RevOps, GTM, and Finance to bring ideas to life quickly and iterate as the business evolves.
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 analytical and modeling skillset - 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 IT’S A PLUS IF YOU HAVE… - Consulting, finance and/or data science background - Customer-facing experience -
Experience in Business Operations, Sales or Services strategy & ops -
Experience with company strategy such as localization, pricing, etc. -
Experience with consumption based pricing

What you’ll do - 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

The first step in our journey is to build the best tool for professional programmers, using a combination of inventive research, design, and engineering.
Our organization is very flat, and our team is small and talent dense.
We particularly like people who are truth-seeking, passionate, and creative.
We enjoy spirited debate, crazy ideas, and shipping code.
This role is critical to driving customer adoption, retention, and growth — and as the org scales fast, it needs an operating system to match.
About the role 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.