Customer Success & Lifecycle Operations Manager

1 month, 1 week ago
Full-time
Mid Level
Customer and Technical Support
Decentralized Masters

Decentralized Masters

Decentralized Masters provides institutional-grade training, private mentorship, and daily education to empower investors in mastering decentralized finance, enabling them to protect and grow their wealth outside of centralized systems.

Education Services
1-10
Founded 2022

Description

  • Own the end-to-end lifecycle across multiple software products, from onboarding and activation through engagement, retention, upsell, and reactivation.
  • Design product-specific onboarding journeys and run onboarding/offboarding calls for high-value subscribers.
  • Build lifecycle email sequences, automation flows, segmentation, and personalized journeys based on user behavior and usage.
  • Create proactive churn-reduction frameworks and intervention playbooks to reduce churn and improve customer retention.
  • Track and optimize SaaS metrics including MRR, churn, cohort performance, LTV, activation, retention, and expansion revenue.
  • Build dashboards and reporting across tools such as PostHog, HubSpot, and Whop, and reconcile data across disconnected systems.
  • Develop and maintain Customer Health Index frameworks and use them to identify churn risk early.
  • Use AI tools to automate lifecycle workflows, onboarding, support triage, response routing, and churn prediction.
  • Build scalable CS infrastructure, including playbooks, tiered engagement models, escalation paths, community systems, and feedback loops into Product and Engineering.
  • Oversee inbound support operations, handle complex escalations, and improve documentation and self-serve support systems.

Requirements

  • 2–6 years of experience in SaaS Customer Success, Lifecycle, Growth, or Revenue Operations.
  • Strong understanding of subscription economics.
  • Experience working across multiple product lines is preferred.
  • Proven experience reducing churn and increasing LTV.
  • Highly analytical and comfortable working with raw data.
  • Experience building dashboards and interpreting cohort analysis.
  • AI-native mindset with active use of AI to improve output and operations.
  • Comfortable building systems from zero.
  • Strong written communication skills.
  • Fintech, crypto, or Web3 experience is a strong bonus.
  • Experience with HubSpot, PostHog, Whop, and Circle is a strong bonus.
  • Experience building Customer Health Index models is a strong bonus.
  • Experience reconciling messy data across tools is a strong bonus.
  • Experience in multi-product SaaS environments is a strong bonus.

Benefits

  • Competitive salary plus performance-based incentives tied to retention and LTV improvement.
  • Direct exposure to founders.
  • Opportunity to shape the entire customer success function.
  • Remote work.
  • High ownership, high-impact role.
  • Clear growth path into Head of Lifecycle, CS Operations, or Revenue Ops.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Luxury Destination Specialist – Work From Anywhere

Aisle and Abroad Travel & Tourism

Luxury Destination Specialist role with Deidre in a remote, service-focused travel coordination environment, responsible for supporting high-end client experiences and reservations.

1 hour, 32 minutes ago

Client Coordination Specialist – Travel Services (Remote)

Aisle and Abroad Travel & Tourism

Client Coordination Specialist – Travel Services at Deidre is a remote role focused on organizing travel details, managing client communication, and ensuring requests are completed accurately and on time.

5 hours, 48 minutes ago

Clinical Application Specialist - New York

Sentec 51-250 Health Care Providers & Services

Sentec is hiring a remote Clinical Application Specialist in the greater New York area to provide clinical education, customer training, and sales support for its respiratory care products while helping drive adoption and revenue growth.

6 hours, 26 minutes ago

CRM Coordinator

Virtual Assistance Services 11-50 Professional Services

A premium Australian medispa business is hiring a part-time remote CRM Coordinator to manage client communications, booking follow-up, and database activities that convert marketing interest into clinic appointments.

7 hours, 42 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers