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Customer Success Strategy & Operations Manager
San Francisco, CA. Posted 4 days ago
The role
You will design segmentation, coverage, and capacity models to drive growth. You will analyze product usage to predict customer behavior and build systems to help teams deliver value and retention.
What you will do
- Design segmentation, coverage and capacity models
- Define core Customer Success metrics and compensation models
- Build dashboards and tools for KPIs
- Analyze product usage to find patterns for activation, expansion, retention and churn
- Design and run rapid experiments with hypotheses and control groups
- Build the leadership operating cadence including business reviews and planning
- Track business performance to turn trends into actions
- Help build the scaled engagement model
Required qualifications
- 5+ years of experience in revenue strategy and operations, customer strategy and operations, or business operations
- Experience analyzing product usage data with SQL or a comparable analytics tool
Nice to have
- Experience supporting digital, scaled, self-serve, customer success or technical services teams
- Experience building experimentation frameworks to measure the causal impact of customer programs
- Experience building headcount, capacity, segmentation or coverage models
- Experience designing customer health scores or maturity models
- Experience partnering with Marketing and Product on lifecycle or in-product programs
- Background in data science or analytics
- Customer-facing experience
- Experience with consumption-based pricing models
- Experience building a strategy and operations function from the ground up
Benefits
- Equity
- Comprehensive medical, vision, and dental coverage
- Access to a 401(k) retirement plan
- Short & long-term disability insurance
- Life insurance
- Various other discounts and perks
About the company
SpaceXSI is building Super Intelligence to help humanity understand the universe. They are building the full Super Intelligence stack including Colossus supercomputers, Grok models, and a suite of applications.