CS operations leader

✍🏽 About Writer

Writer is the full-stack generative AI platform delivering transformative ROI for the world’s leading enterprises. Named one of the top 50 companies in AI by Forbes and one of the best places to work by Inc. Magazine, Writer empowers hundreds of customers like Accenture, Intuit, L’Oreal, Mars, Salesforce, and Vanguard to transform the way they work. 

Writer’s fully integrated solution makes it easy to deploy secure and reliable AI applications and agents that solve mission-critical business challenges.  Our suite of development tools is powered by Palmyra – Writer’s state-of-the-art family of LLMs — alongside our industry-leading graph-based RAG and customizable AI guardrails. 

Founded in 2020 with office hubs in San Francisco, New York City, Austin, Chicago, and London, our team of over 250 employees thinks big and moves fast, and we’re looking for smart, hardworking builders and scalers to join us on our journey to create a better future of work. 

✍🏽 About Writer

Writer is the full-stack generative AI platform delivering transformative ROI for the world’s leading enterprises. Named one of the top 50 companies in AI by Forbes and one of the best places to work by Inc. Magazine, Writer empowers some of the largest brands in the world like Accenture, Intuit, L’Oreal, Mars, Salesforce, and Vanguard to transform the way they work. 

Writer’s fully integrated solution makes it easy to deploy secure and reliable AI applications and agents that solve mission-critical business challenges.  Our suite of development tools is powered by Palmyra – Writer’s state-of-the-art family of LLMs — alongside our industry-leading graph-based RAG and customizable AI guardrails. 

Founded in 2020 with office hubs in San Francisco, New York City, Austin, Chicago, and London, our team of over 250 employees thinks big and moves fast, and we’re looking for smart, hardworking builders and scalers to join us on our journey to create a better future of work. 

📐 About the role:

The Customer Success Operations Leader will be a key leader in our GTM Operations team. They will help the Customer Success (CS) organization realize its vision of helping customers use generative AI applications that create meaningful business value. This role will directly partner with the VP of Customer Success to design and execute operational strategies, processes, and systems that support the full customer lifecycle—from onboarding to renewal and growth.

You will own and drive the success of strategic initiatives, organizational design, customer journey orchestration, and operational tools. By leveraging your analytical and operational expertise, you’ll forecast future needs, enhance customer experience, and optimize team performance. As a member of the CS leadership team, you will play a pivotal role in shaping and executing the CS strategy.

Responsibilities: 

Strategic planning and organizational design 

• Partner with CS leadership to establish and align an annual fiscal plan with organizational goals.

• Design the structure, roles, responsibilities, and KPIs for the CS organization.

• Forecast headcount, capacity, and territory planning to ensure alignment with corporate growth targets.

Customer journey optimization

• Lead initiatives to refine the customer journey, driving adoption, satisfaction, and improved GRR & NRR.

• Determine the timing and content of CSM touchpoints to improve customer outcomes.

• Develop and operationalize customer health score strategies, including automation and digital success motions.

Data analysis and reporting

• Track and analyze key performance indicators, including NRR/GRR, through executive-facing dashboards and decks.

• Collaborate with the Analytics team to uncover insights that inform CS strategy and actions.

• Monitor leading indicators of renewal and upsell opportunities, providing actionable recommendations to the team.

Process and technology enablement 

• Evaluate, implement, and manage software that enhances the CS organization's efficiency and effectiveness.

• Collaborate cross-functionally with Revenue Ops, GTM Systems, Analytics, Product, and Finance to align data and systems.

• Translate technology and data requests into concrete requirements and solutions.

Team collaboration and project management 

• Serve as the unofficial chief of staff to the VP of Customer Success driving all cross functional initiatives and projects forward.

• Partner with leadership to ensure seamless commun