The Strategic Operations & Business Partner, Customer Success serves as a strategic liaison between executive leadership and field execution across the Customer Success organization. Reporting directly to the Vice President, you will act as a strategic delegate and operational architect—aligning regional field operations with broader global strategy.
In this role, you will own the organization's business operating system. By analyzing sales performance, customer health data, and key operational metrics, you will identify strategic gaps, design cross-functional solutions, and lead targeted initiatives to drive business growth. Working in close collaboration with Sales, Customer Success, Strategy, and Finance, you will ensure the organization remains agile, data-driven, and focused on strategic outcomes.
Key Responsibilities
Executive Strategy & Business Partnering
Strategic Advisory: Serve as a core member of the VP’s leadership team, synthesizing complex operational and financial data into strategic briefings that inform executive decision-making.
Strategic Planning & Tracking: Lead the development, alignment, and quarterly tracking of the organization's strategic planning framework (e.g., V2MOM / OKRs), translating high-level business goals into measurable field outcomes.
Executive Communications: Design and deliver comprehensive "State of the Business" presentations for executive leadership, transforming raw metrics into actionable operational insights.
Go-To-Market (GTM) Operations & Business Health
Performance Analysis: Conduct root-cause analysis on core business health metrics—including net retention, customer attrition, and pipeline generation—and design operational recovery strategies.
Operating Cadence: Design and manage the executive operating cadence (including Quarterly Business Reviews, leadership team meetings, and all-hands events), ensuring agendas drive decision-making and operational progress.
Program Leadership: Orchestrate the rollout of major global initiatives across regional operating units, ensuring strategic Go-To-Market programs are efficiently adopted by field teams.
Strategic Collaboration: Act as the primary operational connector between field teams and centralized corporate strategy teams, ensuring central initiatives support regional execution.
Process Optimization: Continually evaluate and refine internal workflows to eliminate operational friction, increase organizational velocity, and elevate customer success standards.
Required Qualifications
Experience: 6+ years of progressive experience in Business Operations, Revenue Operations, Strategy, or Management Consulting, ideally within a B2B SaaS or technology enterprise.
Analytical Skills: Proven ability to analyze complex datasets, extract strategic insights, and build data-driven business cases to solve operational challenges.
Executive Communication: Demonstrated experience crafting executive-level presentations, briefings, and strategic communications for VP+ leadership.
Project Management: Track record of leading cross-functional strategic initiatives from design through implementation across matrixed organizations.
Education: Bachelor’s degree or equivalent practical experience.
Preferred Qualifications
Domain Expertise: Prior experience supporting or working within a Customer Success, Sales, or Go-To-Market (GTM) organization.
