CS Strategy & Operations Manager
HybridSão Paulo, São Paulo, Brazil or Sao Paulo, São Paulo, Federative Republic of Brazil
Job Summary
Drive strategic planning and operational excellence for the Scaled Adoption motion by designing metrics, analyzing campaign performance, and defining key performance indicators for adoption pacing. Analyze customer data to surface risks and opportunities, creating dashboards that track product adoption, engagement, and retention to guide executive readouts and course corrections. Collaborate with cross-functional teams on forecasting, ensuring consistent measurement across email and in-app touchpoints while supporting innovation in coverage models and capacity. Partner with leadership on strategic planning efforts to optimize adoption, retention, and expansion at scale.
Required Qualifications
- 8+ years of experience in Customer Success Operations, Marketing Analytics, Business Analytics, or related SaaS roles
- Experience with reporting and analytics tools (e.g., Tableau, Looker, Power BI, Gainsight)
- Experience with SQL or similar data querying languages; comfortable working with large datasets
- Experience with marketing analytics concepts, such as campaign performance, segmentation, engagement metrics, and funnel analysis
- Experience influencing senior stakeholders through data-driven recommendations and strategic insights
- Experience with Customer Success metrics (GRR, NRR, product adoption, customer health scoring, etc.)
- Experience partnering with CS, Marketing, and Product teams on cross-functional initiatives
- Access to an office location is required
Desired Qualifications
- Excellent communicator with the ability to simplify complex data stories for business audiences
- You should actively identify opportunities to increase value or reduce risk, especially by leveraging new efficiencies enabled by technology like AI where possible
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