Senior Customer Operations Lead

Job Summary

Owning the end-to-end post-sale experience, the full-time remote Senior Customer Operations Lead will manage customer journeys, optimize operations using quantitative and qualitative data, and collaborate with various teams to enhance customer success and drive revenue growth.

Key responsibilities

• Own and optimize the customer experience from onboarding through expansion and renewal by identifying friction and opportunities using data
• Define lifecycle program requirements and success metrics in partnership with the Customer Marketing Manager, measuring performance to drive activation and retention
• Map and continuously improve core customer processes, ensuring scalability and efficiency as the business grows

Required qualifications

• 4-7 years of experience in customer operations, revenue operations, or customer success operations with ownership of customer journey programs
• Strong expertise in HubSpot, including workflows, pipeline management, and reporting
• Proven quantitative skills, including building dashboards in Metabase and performing cohort analysis
• Experience managing customer journeys for both B2C and B2B segments
• Ability to work collaboratively across teams, setting clear requirements and managing handoffs effectively