Senior Customer Operations Lead

This is a fully remote position, open to applicants in United States, +28 more locations.

📋 Description

• Take ownership of and enhance the customer experience from onboarding through to expansion and renewal.

• Establish lifecycle program specifications across HubSpot and Appcues, including target audiences, triggers, timing, and enrollment criteria.

• Share accountability for lifecycle success metrics and refine programs to promote activation, retention, and revenue growth.

• Map out, document, and consistently enhance customer processes, handoffs, ownership, SLAs, and controls.

• Oversee and develop HubSpot workflows, pipelines, health scoring, segmentation, and reporting.

• Create and sustain centralized Metabase dashboards that track customer health, journey-stage performance, and revenue trends.

• Collaborate with Revenue Operations on pipeline management, forecasting models, and data infrastructure.

• Work alongside Product Marketing on go-to-market readiness, system updates, training, and resources for CX teams.

• Partner with Sales to ensure handoff quality, early lifecycle health, and expansion pipeline.

• Design distinct customer journey tracks for B2C and upmarket B2B segments.

• Develop scalable playbooks for onboarding, check-ins, expansion, and churn risk; provide training for the Customer Success team.

• Utilize AI tools, including Claude, to standardize and automate communications within Customer Success.

• Convert customer feedback and operational data into actionable product and process enhancements.

• Serve as a strategic thought partner to the SVP of Client Experience.

⛳️ Requirements

• 4–7 years of experience in customer operations, revenue operations, customer success operations, or a related field.

• Clear responsibility for customer journey programs and operational analytics.

• Demonstrated success in a high-velocity startup or scale-up environment.

• Strong expertise in HubSpot, including workflows, sequences, pipeline management, health scoring, and reporting.

• Proficient in building centralized dashboards in Metabase or similar tools.

• Ability to independently write SQL queries, conduct cohort and funnel analysis, model forecasts, and extract business insights.

• Experience in pipeline management and forecasting.

• Proven experience working cross-functionally with Revenue Operations, Customer Marketing, and Product Marketing.

• Primary experience in managing B2C customer journeys, with significant exposure to B2B or upmarket accounts.

• Systems and process-oriented mindset.

• Excellent written communication skills.

• Must be available and willing to collaborate during Eastern Time hours.

• Comfortable working with distributed teams across various time zones.

• Early adopter of AI tools with a willingness to experiment with them.

• Bonus: Experience in SaaS serving the short-term rental, property management, or vacation rental sectors.

• Bonus: Familiarity with vertical SaaS, operations platforms, or field service software.

• Bonus: Background in product-led growth and self-serve onboarding design.

• Bonus: Practical experience with Appcues or similar platforms.

🏝️ Benefits

• Remote-first company.

• Flexible collaboration during Eastern Time hours.

• Equal opportunity and inclusive work environment.

• Accommodations available during the application process.