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Customer Success Operations Manager

3 weeks ago
United States
Full-time
Senior
Customer Success Manager
Customer and Technical Support
CRM HubSpot Looker
Apply Now
Branch

Branch

Branch (branchapp.com) offers instant payment solutions for businesses, including contractor payouts, cashless tips, and earned wage access. They connect communities for social interactions and meet-ups, partnering with leading employers to empower wor...

Professional Services
51-250
Founded 2015
$633M raised
View All Jobs 10

Description

  • Design and operationalize the tech-touch customer success strategy for approximately 1,000 non-managed accounts.
  • Develop segmentation models based on account size, payout trends, user growth, and engagement signals.
  • Build lifecycle playbooks for onboarding, activation, growth, and re-engagement.
  • Define and maintain customer health scoring using Looker and HubSpot data.
  • Monitor usage and revenue signals to identify silent churn risk and set intervention thresholds.
  • Design and execute segmented lifecycle campaigns in HubSpot to drive adoption and engagement.
  • Create proactive education initiatives to increase feature utilization and improve customer outcomes.
  • Use AI tools and workflow automation platforms to build, automate, and scale reporting, engagement programs, and operational workflows.
  • Conduct targeted outreach to high-risk or high-potential accounts when intervention can improve retention or expansion.
  • Partner with Sales, Product, Support, CX Operations, and CRM Administration to surface expansion opportunities and reduce customer friction.

Requirements

  • 5+ years of experience in Customer Success, CS Operations, Growth, or usage-based SaaS/fintech environments.
  • Experience operating in a tech-touch or scaled portfolio model.
  • Strong analytical skills with the ability to interpret behavioral and revenue data.
  • Comfort working directly in BI tools such as Looker to build and modify reports.
  • Hands-on experience with HubSpot for segmentation, campaign execution, and CRM data management.
  • Familiarity with BI/analytics platforms, with Looker preferred, for usage and revenue reporting.
  • Ability to translate data insights into structured customer programs.
  • Strong written communication and cross-functional collaboration skills.
  • Demonstrated experience using AI tools such as Claude, ChatGPT, or Copilot to build workflows, automate tasks, or create operational tooling.
  • Builder mindset with a bias toward creating solutions, iterating quickly, and learning by doing.
  • Experience with workflow automation platforms such as n8n, Zapier, or Make is preferred.
  • Familiarity with AI-assisted data analysis, reporting, or content generation in an operational context is preferred.
  • Track record of identifying a manual process and independently building an automated replacement is preferred.
  • Must be currently authorized to work in the USA without sponsorship or transfer.

Benefits

  • Base salary range of $110-120k.
  • Market-leading medical, dental, and vision insurance.
  • Stock options.
  • Free Premium-Tier Origin Financial Wellness subscription.
  • Monthly home-office stipend.
  • 401(k) through TransAmerica.
  • 12 weeks of paid parental leave for birthing and non-birthing parents.
  • Flexible time off plus sick and safe time.
  • 11 paid company holidays.
  • Remote-first role within the United States.

Interested in this position?

Apply directly on the company website

Apply Now

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