Senior Customer Operations Lead

Breezeway is the leading property care and operations platform for the short-term rental industry. We help property managers, operators, and hospitality businesses deliver exceptional guest experiences through streamlined cleaning, maintenance, inspection, and communication workflows. With thousands of properties on our platform and a fast-growing customer base, we're scaling our team to match our ambition.

We move fast, we build with intention, and we care deeply about the customers who trust us to run their operations. This is a startup-to-scale-up moment — and we want people who thrive in it.

We're hiring a Senior Customer Operations & Customer Journey Lead to own the end-to-end post-sale experience. This is a high-impact, hands-on role for someone who lives at the intersection of data, process design, and customer empathy — someone who can build a quantitative model in the morning and redesign a new, optimized end-to-end process in the afternoon.

You’ll design and run the journeys that turn activated users into power users and power users into advocates. You’ll own our customer operations infrastructure, build the analytical foundation that drives decisions, and partner closely with Sales, Customer Success, Product, and Marketing to ensure customers are succeeding at every stage — whether they’re small independent property owners or enterprise-scale property managers/operators.

In addition to being a strategic thought partner with the SVP of Client Experience, there are three key partnerships central to this role. You’ll work in close alignment with our Revenue Operations leader as we scale our commercial and go-to-market motion. You’ll define the customer journey requirements — audiences, triggers, timing, and success metrics — in partnership with the Customer Marketing Manager who will write and execute against in service to scaling and optimizing how we serve our customers.

And you’ll coordinate with Product Marketing on the operating mechanisms and enablement that keep CX teams ready for every launch and change.

This role is quantitative and process-driven at its core. You’re not just designing journeys — you’re measuring them rigorously, mapping and improving the processes behind them end to end, building the dashboards that give every team a shared view of pipeline health and customer outcomes, and translating that data into forecasts and recommendations that leadership can act on.

• Own and optimize the customer experience — from onboarding through expansion and renewal — using quantitative customer data, supported by qualitative signals, to identify friction, opportunity, and risk
• Define the requirements for lifecycle programs across Hub Spot and in-app messaging (Appcues) — audiences, triggers, timing, and enrollment logic — in partnership with the Customer Marketing Manager, who owns the messaging, content, and build of customer-facing emails and in-app experiences. Jointly own success metrics, measure performance, and iterate to drive activation, retention, and revenue growth
• Map, document, and continuously improve core customer processes end to end — handoffs, owners, SLAs, and controls — so they scale as the business grows
• Manage and evolve our customer operations infrastructure in Hub Spot: workflows, pipelines, health scoring, segmentation, and…