Lead, Customer Operations

The role

You will build and run the operating system behind Customer Success, Launch, and Support teams. The work covers workflows, systems, data and measurement, and AI-driven automation for customers who are public transit agencies.

What you will do

• Translate the lifecycle model into repeatable, tool-enforced workflows.
• Build and maintain the Sales to Launch handoff and embed stage gates.
• Run the CS tech stack, including Salesforce, Vitally, analytics tooling, and integrations.
• Translate business needs into technical requirements for data pipelines, automation and reporting.
• Establish trusted baselines and shared metric definitions.
• Build and maintain dashboards for renewals, expansion, adoption, health and time to value.
• Surface risk and expansion signals early through instrumentation.
• Diagnose manual overhead and prioritize automation against it.
• Build directly with AI tooling and turn working prototypes into team workflows.
• Run recurring rhythms such as QBRs, monthly reviews and team dashboards.

Required qualifications

• 3 to 5 years in an operations role, including Customer Success Operations, Revenue Operations, or GTM Operations within SaaS.
• Experience inside an established, well run organization with documented, owned processes.
• Proven workflow design capability, including mapping a customer journey end to end and rebuilding it.
• Demonstrated ability to turn company strategy into operational processes, tooling or standards teams adopted.
• Experience operating in a complex environment.
• Hands-on building with AI and automation tools such as Claude, Cursor, Replit, Lovable or Zapier.
• Strong analytical and technical skills, with direct experience building dashboards, data models and automated workflows.
• Comfortable across CS, CRM and analytics systems including Salesforce, Vitally, and workflow or AI automation tools.
• Solid understanding of SaaS customer metrics: health, adoption, retention, churn, expansion and time to value.
• Ability to create clarity in ambiguous situations, set priorities and carry several projects at once.
• Excellent communication skills and the confidence to challenge ideas openly.

Before you apply

• The posting asks for hands-on experience building with AI tools, and asks you to describe something you built.

About the company

The employer builds software for public transit agencies, where broken workflows affect riders. It is growing and is rebuilding its post-sale systems for a larger company.