Strategy & Operations, Customer Success (Remote - US & Canada)

This is a full-time remote role with a fast-growing B2B software company. You will report to the Manager of Strategy and Operations and work closely with Customer Success leadership to shape the processes, frameworks and data insights that help customers succeed and drive retention and revenue growth. The role blends strategic planning with hands-on execution across the customer lifecycle.

What you'll do

• Design and refine Customer Success processes, workflows and playbooks, including customer segmentation, onboarding and lifecycle mapping.
• Report on and analyze retention and health metrics such as net and gross revenue retention, churn, product adoption and customer sentiment, and surface early warning signals.
• Improve the end-to-end post-sales journey, from onboarding through support to renewal, and define KPIs to track progress.
• Partner with Finance and Customer Success leaders on planning cycles, including headcount, capacity modeling and quota inputs.
• Define requirements for CRM and customer health tooling and work with Revenue Operations to implement changes.
• Lead rollout and adoption of new processes with the Customer Success team, partnering with Enablement on larger change programs.

What you need

• Experience in fast-growth SaaS, ideally in Customer Success or Revenue Operations.
• Working knowledge of SaaS metrics and financial concepts, with the ability to benchmark CS measures such as book sizes.
• Strong CRM reporting skills; HubSpot experience is preferred.
• Ability to turn complex data into clear, actionable recommendations.
• Self-starter who is detail-oriented, manages multiple deadlines autonomously and is comfortable with ambiguity.
• Excellent written and verbal communication skills.
• Must be based in the United States or Canada.

Applicants must be based in: United States, Canada.

How to apply

Get the free i'llTip app to see the employer's details and apply. i'llTip's AI can tailor your résumé to this job, and you'll get alerts for similar roles.

Prefer the website? Continue on illtip.comOr get the app: Android · iPhone

🔔 Get new jobs like this first: join i'llTip Jobs on Telegram · or get personal job alerts