Senior Strategy & Operations Business Partner, CS/CX

As the Strategy & Operations Business Partner for CS/CX, you will serve as the strategic "right hand" to our post-sales leadership across Customer Success and Customer Experience (CS and CX). You will be the primary architect and builder of cross-functional, change-oriented initiatives designed to optimize the end-to-end customer lifecycle.

In this role, you will lead high-stakes go-to-market (GTM) and customer journey projects from initial conception through execution, ensuring every initiative delivers a measurable, data-driven ROI. You will play a central role in refining post-sales motions and driving product adoption, directly influencing Everlaw’s revenue, retention, and product adoption goals. 

This is an ideal opportunity for a proactive Strategy & Ops practitioner who operates with a self-starter mindset and serves as a trusted partner to GTM leaders, bridging the gap between high-level strategy and technical execution and enjoys managing complex, multi-faceted projects that bridge the gap between high-level strategy and technical execution.

This is a full-time, exempt position based in our Oakland, CA office with a hybrid work schedule: in office M/W/Th with the option to work from home on Tu/Fr. 

Getting started at Everlaw

• We want you to feel like part of the team early on! Our onboarding process will integrate you into the company with informative sessions on our product, policies, processes, and team structure and goals.
• We’re excited for you to learn, grow, and contribute right away! We trust that you’ll bring experience and knowledge that will uplift and uplevel the team, but we don’t expect you to know everything on Day 1.

In your role, you'll...

• Lead as a Strategic Advisor: Serve as a core partner to CS/CX leaders, helping translate high-level vision into actionable operational roadmaps and project plans, and executing against them. Build trust and partnerships to maximize results. Influence, lead, and inspire cross-functional teams in pursuit of project objectives.  
• Facilitate Data-Driven Decisions: You will be driving leverage, insights, advice, and data-driven PoVs to inform the decisions of the teams you support. Keep stakeholders informed through timely updates and analysis, ensuring all CS projects tie directly to business objectives like churn reduction, product adoption, and revenue expansion. Accelerate decision making and drive alignment across GTM. 
• Lead and Project Manage Complex, High Impact CS Initiatives: Manage a portfolio of projects from ideation through implementation—driving initiatives to unlock improved adoption, retention and expansion. Examples of projects include refining customer journey maps, evolving health scores, product adoption playbooks, and scaling onboarding processes. Manage multiple responsibilities and ambiguity with the agility to shift tasks or roles when necessary, working as a leader, as a team player, and independently.
• Establish Operational Standards: Define, refine, and maintain our rhythm of the business for CS/CX. Roll out best practices for intake, prioritization, and tracking data-driven ROI on CS/CX initiatives. Help drive continuous improvement of systems, processes, and procedures.
• Foster Cross-Functional Alignment: Influence and lead teams across CS/CX, Sales, Marketing, Finance, and IT to ensure a seamless handoff and unified experience throughout the entire customer lifecycle. Develop functional partnerships to maximize results, influencing and leading cross-functional teams to achieve project objectives. Keep stakeholders engaged and informed by providing timely updates and facilitating data-driven decision-making.
• Drive Gainsight & Tech Excellence: Strong tooling knowledge to find opportunities to efficiently leverage Everlaw tech stack. Leverage your expertise in Gainsight and other CS/GTM tools to optimize workflows, automate customer health tracking, and improve the efficiency of our post-sales motions. 

About you

• BA/BS and a growth mindset to keep learning and developing your skills. 
• 8+ years of progressive experience in sales or CS strategy and/or operations, RevOps with at least four years focused on operational and technical projects. Gainsight and/or Salesforce admin is preferred.
• Experience with consumption based revenue models is a plus. Experience in a professional services environment like management/strategy consulting or investment banking is a plus. 
• Experience holding strategic and operational positions in a post-sales ops team that was successfully scaling. 
• Excellent verbal and written communication, presentation, and interp