Customer Success Strategy & Operations Lead

Wwshemi; San Francisco, New York, Austin (CA, NY, TX); On-site; USD 140,000 - 210,000; Full time

Job summary

SpaceXSI is hiring a Customer Success Strategy & Operations Manager to optimize customer value delivery, retention and growth across multi‑product use cases. You will partner with senior leaders to transform the customer experience through data‑driven insights and scalable processes.

You will design and implement metrics, models and experiments to guide prioritized bets, ensure alignment with product and engineering teams, and drive rapid value realization for customers of varying sizes.

Qualifications

• Experience in revenue strategy & operations or business operations.
• Experience supporting digital, scaled, self-serve customer strategy or technical services teams.
• Strong analytical and modeling skills grounded in data.
• Experience with product usage data and experimentation frameworks.
• Ability to think holistically about multi-touch journeys and scalable solutions.

Responsibilities

• Design segmentation and coverage models so each customer gets the service model that drives growth.
• Build headcount and capacity models to invest in the right places at the right time.
• Define metrics for the CS org and corresponding compensation models.
• Track performance, identify trends, and translate into actions with owners.
• Create leadership cadences (reviews, planning, decision forums) for fast, data-driven decisions.
• Build dashboards and applications that surface KPIs to frontline teams and leadership.
• Analyze product usage to predict activation, expansion, retention and churn.
• Design and run rapid experiments with clear hypotheses and control groups, scaling what works.

Skills

Revenue strategy

Customer strategy

Business operations

Data-driven decisions

Product usage analysis

Experimentation

Stakeholder communication

Cross-functional collaboration

Program management

Job description

SpaceXSI is hiring a Customer Success Strategy & Operations Manager to optimize customer value delivery, retention and growth across multi‑product use cases. You will partner with senior leaders to transform the customer experience through data‑driven insights and scalable processes.

You will design and implement metrics, models and experiments to guide prioritized bets, ensure alignment with product and engineering teams, and drive rapid value realization for customers of varying sizes.