Executive Business Partner, Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and strategically manage the calendar, meetings, and commitments of the SVP of Customer Success.

• Equip the SVP with necessary context, data, materials, and decisions for customer, executive, board, leadership, and cross-functional meetings.

• Assess incoming requests and determine the SVP's necessary involvement.

• Monitor decisions, commitments, and follow-up actions.

• Arrange travel, leadership meetings, team events, offsites, and executive logistics.

• Organize executive communications, presentations, agendas, and internal updates.

• Engage in Customer Success forecasting, business reviews, and operational meetings.

• Evaluate retention, renewals, expansion, consumption, customer health, risk, capacity, and other key performance indicators (KPIs).

• Verify data sources, calculations, connections, gaps, and inconsistencies.

• Collaborate with CS leaders to enhance forecast and metric accuracy and deliver insights.

• Identify trends, drivers, risks, opportunities, and proposed actions.

• Transform operational information into executive narratives.

• Assist in executive leadership meetings, board meetings, quarterly business reviews, and strategic planning sessions.

• Facilitate weekly, monthly, and quarterly operating rhythms within Customer Success.

• Set up ongoing reporting and business review expectations.

• Monitor commitments and accountability across Customer Success functions.

• Contribute to high-priority Customer Success initiatives from problem identification to execution.

• Develop workstreams, ownership structures, dependencies, timelines, data requirements, and decision-making frameworks.

• Coordinate cross-functional initiatives involving Customer Success, Sales, Finance, RevOps, Product, and Support.

• Create dashboards, trackers, documentation, processes, and operating mechanisms.

• Identify operational challenges, data gaps, and process inefficiencies.

• Prepare for leadership meetings, forecasting sessions, planning cycles, and organizational updates.

• Manage special projects and strategic initiatives for the SVP.

• Consolidate information from meetings, emails, Slack, CRM, customer systems, and financial data into summaries, decisions, and next steps.

⛳️ Requirements

• Demonstrated experience supporting a senior executive, managing business operations, strategy & operations, program management, analytics, or a combination of these roles.

• Strong business acumen with the ability to quickly grasp business models, operational metrics, and performance drivers.

• Excellent analytical skills and comfort in working with quantitative data.

• Proficient in analyzing data, spotting inconsistencies, recognizing patterns, and formulating additional inquiries.

• Experience in converting operational information into clear executive-level insights and narratives.

• Robust project and program management capabilities with the ability to advance work across multiple teams.

• Outstanding organizational skills and meticulous attention to detail.

• Capability to work independently and exercise sound judgment with incomplete information.

• Strong written and verbal communication abilities.

• Skilled in synthesizing extensive information into concise priorities, actions, decisions, and recommendations.

• High level of discretion and sound judgment when handling confidential or sensitive business information.

• Demonstrated follow-through and persistence in addressing incomplete tasks or inconsistent data.

• Beneficial: experience in Customer Success, GTM Strategy & Operations, Revenue Operations, Business Operations, Finance, or SaaS.

• Familiarity with retention, NRR, GRR, renewals, expansion, consumption, churn, customer health, and forecasting metrics.

• Proficient in using CRM, BI, financial, and customer success platforms and data flows.

• Experience in preparing executive or board-level reports.

• Background in collaborating with Finance or RevOps on forecasts, performance reporting, or annual planning.

• Experience in building or refining operating processes.

• Advanced spreadsheet skills and comfort working directly with business data.

• Familiarity with utilizing AI and automation to enhance productivity, analysis, reporting, or workflows.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and holiday policies.

• Opportunities for professional development and career advancement.

• Flexible work arrangements to promote work-life balance.