Senior Customer Operations Lead
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Job Description
Senior Customer Operations Lead optimizing customer journeys, analytics, and processes for Breezeway’s property operations platform. Driving activation, retention, expansion, and revenue outcomes.
Responsibilities:
- Own and optimize the customer experience from onboarding through expansion and renewal
- Define lifecycle program requirements across HubSpot and Appcues, including audiences, triggers, timing, and enrollment logic
- Jointly own lifecycle success metrics and iterate programs to drive activation, retention, and revenue growth
- Map, document, and continuously improve customer processes, handoffs, owners, SLAs, and controls
- Manage and evolve HubSpot workflows, pipelines, health scoring, segmentation, and reporting
- Build and maintain centralized Metabase dashboards for customer health, journey-stage performance, and revenue trends
- Partner with Revenue Operations on pipeline management, forecasting models, and data infrastructure
- Coordinate with Product Marketing on go-to-market readiness, systems updates, training, and materials for CX teams
- Collaborate with Sales on handoff quality, early lifecycle health, and expansion pipeline
- Develop differentiated B2C and upmarket B2B customer journey tracks
- Build scalable playbooks for onboarding, check-ins, expansion, and churn risk; train the CS team
- Use AI tools including Claude to standardize and automate Customer Success communications
- Translate customer feedback and operational data into product and process improvements
- Act as a strategic thought partner to the SVP of Client Experience
Requirements:
- 4–7 years in customer operations, revenue operations, customer success operations, or a closely related role
- Clear ownership of customer journey programs and operational analytics
- Proven track record in a high-velocity startup or scale-up environment
- Strong HubSpot expertise, including workflows, sequences, pipeline management, health scoring, and reporting
- Ability to build centralized dashboards in Metabase or equivalent
- Ability to write SQL queries, run cohort and funnel analysis, model forecasts, and surface business insights independently
- Experience with pipeline management and forecasting
- Experience working cross-functionally with Revenue Operations, Customer Marketing, and Product Marketing
- Primary experience owning B2C customer journeys, with meaningful exposure to B2B or upmarket accounts
- Systems and process-oriented thinking
- Strong written communication
- Availability and collaboration during Eastern Time hours
- Comfortable working with distributed teammates across time zones
- Early adopter of AI tools and interest in experimenting with them
- Bonus: SaaS experience serving the short-term rental, property management, or vacation rental market
- Bonus: Familiarity with vertical SaaS, operations platforms, or field service software
- Bonus: Background in product-led growth and self-serve onboarding design
- Bonus: Hands-on experience with Appcues or similar platforms
Benefits:
- Remote-first company
- Flexible collaboration during Eastern Time hours
- Equal opportunity and inclusive workplace
- Application process accommodations available
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