Strategic CS Operations Lead for Growth & Retention

Warmada; United States; On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Stock options

Unlimited PTO

Family leave

Budget for equipment/software

Education budget

Health insurance

Job summary

Ashby is seeking a Strategy and Operations professional for Customer Success to drive strategic initiatives, processes, and data-driven insights that elevate customer outcomes and revenue growth. You will partner with CS leadership to optimize health, retention, and expansion while scaling operations as Ashby grows.

The role combines strategic planning and hands-on execution, with responsibilities spanning process design, KPI deployment, and cross-functional alignment to ensure consistent,

Qualifications

• Experience in fast-growth SaaS environments, ideally in a Customer Success or Revenue Operations role.
• Strong CRM reporting skills with HubSpot experience preferred.
• Ability to distill data into actionable recommendations and communicate them clearly.

Responsibilities

• Operationalize CS strategy with scalable processes, tools, and workflows.
• Analyze metrics like NRR, churn, health score, and customer sentiment to guide strategy.
• Improve the end-to-end customer journey from onboarding to renewal.
• Collaborate on planning cycles: headcount, capacity, and quotas with Finance/CS leadership.
• Define business requirements for CS systems and partner with RevOps to implement changes.
• Align with Sales, Product, and other teams to forecast growth and resource needs.
• Lead change management and rollout of new CS processes across the team.

Skills

CRM reporting

HubSpot experience

Data-driven insights

Strategic thinking

Communication

Tools

HubSpot

Job description

Ashby is seeking a Strategy and Operations professional for Customer Success to drive strategic initiatives, processes, and data-driven insights that elevate customer outcomes and revenue growth. You will partner with CS leadership to optimize health, retention, and expansion while scaling operations as Ashby grows.

The role combines strategic planning and hands-on execution, with responsibilities spanning process design, KPI deployment, and cross-functional alignment to ensure consistent,