Customer Success Strategy & Operations Manager

Our mission is to automate coding. The first step in our journey is to build the best tool for professional programmers, using a combination of inventive research, design, and engineering. Our organization is very flat, and our team is small and talent dense. We particularly like people who are truth-seeking, passionate, and creative. We enjoy spirited debate, crazy ideas, and shipping code. We’re hiring a Customer Success Strategy & Operations Manager to help build the operating system for our AI Deployment Management (CSM) function. This role is critical to driving customer adoption, retention, and growth — and as the org scales fast, it needs an operating system to match. About the role There are early foundations in place, but much of the long-term system still needs to be built — from the metrics that matter, the cadences that drive decisions, the playbooks that scale. This is a rare chance to build that system from the ground up and shape how a fast-growing, high-stakes function runs for years to come. This person will be a strategic thought partner and hands-on operator who is equally comfortable thinking big-picture with senior leadership and getting into the weeds to build the systems, models, and processes that let the org run on real data. They'll work cross-functionally with RevOps, GTM, and Finance to bring ideas to life quickly and iterate as the business evolves. What you’ll do Establish key metrics and compensation models for the ADM organization Evaluate performance of the business, drivers and trends, and guide targeted action plans Build, refine and optimize headcount and capacity models to ensure we make the right investments Build, refine and optimize segmentation modeling to ensure we deliver the right service model that ultimately leads to revenue growth Build and operationalize frameworks with the ADM organization, such as health scores, maturity models and corresponding playbooks that drive usage and growth Build and operationalize dashboards that surface the right KPIs and insights at the right time to drive action across all levels of the organization Build and operationalize an end-to-end operating cadence for the leadership team to support fast, informed decision-making Serve as a trusted advisor to the leadership team; You can think big picture and also lean in to figure out how to get things done iteratively Partner closely with cross-functional stakeholders in RevOps, Go to Market, Finance and more to bring concepts to life rapidly, and iterate and evolve together Incorporate a global mindset into your work, taking into account local nuances and input and ensuring global plans stick regionally You may be a fit if Experience in Customer Strategy and Operations; Customer Success or Account Management focus strongly preferred Builder mindset - you are comfortable building from the ground-up and are adept at flexing between launch and iterate vs. going deep Strong analytical and modeling skillset Strong operations mindset - you have an eye for critical foundations such as capacity modeling, staffing, planning and process Experience with CS frameworks such as health scores and maturity models — but with an open-mindedness to evolve them to meet our business needs Excellent stakeholder management skills, comfortable operating across levels and audiences to get things done Strong project management skills, you can clearly outline what needs to happen and know how to keep your team informed and engaged It’s a plus if you have… Consulting, finance and/or data science background Customer-facing experience Experience in Business Operations, Sales or Services strategy & ops Experience with company strategy such as localization, pricing, etc. Experience with consumption based pricing