Senior Customer Operations Lead

Ladders; United States; Remote; USD 100,000 - 120,000; Full time

Benefits offered by this job

Remote-first environment

Global team

Collaborative culture

Influence customer journeys

AI tools access

Professional development

Job summary

Ladders seeks a Senior Customer Operations Lead to own the customer journey from onboarding through renewal. This remote US-based role focuses on scalable processes that drive retention, onboarding success, and renewal outcomes.

You will partner with marketing, revenue operations, and product marketing to strengthen journey strategy, support forecasting, and ensure scalable operations. The role emphasizes data-driven improvements and HubSpot infrastructure.

Qualifications

• 4-7 years in customer operations or revenue operations with ownership of customer journey programs.
• Strong HubSpot proficiency in workflows and reporting.
• Experience in high-velocity startup or scale-up environments.
• Quantitative skills to build dashboards in Metabase and write SQL queries.
• Forecasting and pipeline management experience.
• Cross-functional collaboration with marketing and revenue operations.
• Experience with B2C journeys, some B2B exposure.
• Excellent written communication for clear documentation.

Responsibilities

• Own and optimize the complete customer experience from onboarding to renewal.
• Define lifecycle program requirements with marketing teams.
• Continuously improve customer processes and ensure scalability.
• Manage customer operations infrastructure in HubSpot.
• Create centralized dashboards for customer health and journey performance.
• Align with revenue operations on pipeline management and forecasting.
• Coordinate with product marketing for market readiness and training.

Skills

HubSpot workflows

HubSpot reporting

SQL queries

Dashboards

Forecasting

Cross-functional collaboration

B2C journeys

Written communication

Tools

Metabase

SQL tooling

Job description

For our client, we are seeking a Senior Customer Operations Lead to join the team of a leader in the Consumer Technology space.

This role will own and optimize the end-to-end customer experience, with a focus on building scalable processes that improve onboarding, retention, and renewal outcomes. The position will partner closely with marketing, revenue operations, and product marketing to strengthen customer journey strategy, support forecasting, and ensure the business is set up to scale efficiently. It is well suited for someone who thrives in a high-growth environment and enjoys turning customer data and operational insight into measurable improvements.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $100,000 – $120,000 annually

Responsibilities

• Own and optimize the complete customer experience from onboarding to renewal
• Define lifecycle program requirements in collaboration with marketing teams
• Continuously improve customer processes and ensure scalability
• Manage customer operations infrastructure in HubSpot
• Create centralized dashboards for customer health and journey performance
• Align with revenue operations on pipeline management and forecasting
• Coordinate with product marketing for market readiness and training

Qualifications

• 4-7 years in customer operations, revenue operations, or customer success operations with ownership of customer journey programs
• Strong proficiency in HubSpot, particularly in workflows and reporting
• Demonstrated ability in high-velocity startup or scale-up environments
• Solid quantitative skills for building dashboards in Metabase and writing SQL queries
• Experience with forecasting and pipeline management
• Expertise in cross-functional collaboration with marketing and revenue operations
• Primary experience in B2C customer journeys with some exposure to B2B accounts
• Strong written communication skills for clear documentation and requirements

Benefits

• Remote-first working environment with a diverse and global team
• Collaborative culture that values innovation and expertise
• Opportunity to influence customer journey strategies directly
• Access to cutting-edge tools and resources, including AI
• Professional development opportunities in a rapidly evolving field

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.