Related skills
crm workflow automation customer success saas change management📋 Description
- Design segmented CS model for strategic, scaled, and long-tail customers.
- Establish engagement models with named CSM coverage and AI-driven motions.
- Lead segmentation, capacity planning, and book-of-business design for value and growth.
- Define service levels, ownership boundaries, and operating standards.
- Drive transformation and change management for evolving engagement models.
- Evaluate and implement a CS platform integrated with CRM, billing, usage.
🎯 Requirements
- Bachelor’s degree in business, marketing, tech, or related field; advanced degree preferred.
- 10+ years of progressive leadership in CS, AM, or post-sale SaaS ops.
- Executive leadership in a SaaS/tech org with complex segmentation and retention.
- Experience redesigning or scaling CS operating models across high-touch and tech-touch.
- Experience implementing CS platforms and workflow automation tools.
- Strong understanding of AI, automation, digital engagement, and lifecycle orchestration.
🎁 Benefits
- A scalable CS operating model is implemented.
- AI-enabled workflows improve coverage and proactive engagement.
- CS platform adoption embeds in daily execution.
- Standardized lifecycle plays drive onboarding, renewals, expansion.
- CS resolves more issues directly, improving continuity.
- Retention and growth metrics improve measurably.
Meet JobCopilot: Your Personal AI Job Hunter
Automatically Apply to Operations Jobs. Just set your
preferences and Job Copilot will do the rest — finding, filtering, and applying while you focus on what matters.
Help us maintain the quality of jobs posted on Empllo!
Is this position not a remote job?
Let us know!