Customer Success Operations Lead
New York City (Union Square) | Hybrid, ~3 days onsite | $120,000–$150,000 (Total Comp) + Equity
Company Summary
We are a well-funded, seed-stage HR tech company building a simple, automated platform that helps employers stay connected with their alumni and surface them as rehire candidates. Founded by a team of repeat entrepreneurs with successful exits and serve a fast-growing base of mid-market and enterprise customers. We are early, scrappy, and building the future of corporate alumni management from the ground up.
Position Summary
We are hiring a senior, player-coach Customer Success Operations Lead to launch and scale our enterprise CS function with a strong focus on data. You will build the playbooks, processes, and reporting infrastructure that take CS from V1 to a repeatable operation, while staying hands-on with key customer accounts alongside an existing client-facing teammate. This is a ground-floor leadership role reporting to the COO, with a clear path to build and run the CS team over time.
What You'll Do
• Launch and scale the enterprise CS function: design the operating cadence, playbooks, and core processes (onboarding, support-to-success workflows, QBRs, renewals, escalations) and evolve them from V1 to scalable systems.
• Own CS data and reporting end-to-end: build and maintain BI dashboards, define clean metrics, and become the internal expert on customer health and reporting.
• Tag-team enterprise accounts with a client-facing teammate: join key calls, shape account strategy, and provide data-backed storytelling to drive customer outcomes.
• Translate customer needs into clear requirements for Engineering: articulate what needs to be built to make support and success more scalable.
• Automate high-friction manual workflows: intake, triage, reporting, and internal handoffs, so the team scales without unsustainable overhead.
• Lead as a player-coach: set priorities, create clarity in fast-moving days, and mentor the team toward better process.
What We're Looking For
• Proven enterprise Customer Success experience (support and success), including renewals, expansions, adoption, and senior-stakeholder escalations.
• Experience launching or scaling a CS function from early stage, building playbooks and workflows while still owning execution.
• Exceptional data fluency: comfortable writing SQL and building BI dashboards (e.g., Amazon QuickSight) to drive customer health visibility.
• Track record turning manual, ad hoc reporting into automated, repeatable systems.
• Genuine startup grind: built things from scratch in a fast-paced, resource-light, early-stage environment.
• Player-coach mindset: low-ego, hands-on, willing to do the grunt work; team management experience or clear appetite to lead.
• Strong cross-functional communication; able to run executive-ready QBRs and partner closely with Product and Engineering.
• HR tech or people-function domain experience is a plus.
Requirements
• 4–10 years of relevant experience.
• Able to work onsite in the NYC office approximately 3 days per week (Union Square).
• US Citizen or Green Card holder only; no visa sponsorship available.
Why This Role
• Ground-floor ownership to build and shape the CS function, with a path to lead the team.
• High visibility with leadership, including company-wide board re-runs and learning sessions on cap tables and fundraising.
• Repeat-founder leadership team, healthy runway, and a strong, growing customer pipeline.