Customer Success Operations Manager

About the Company

Branch is on a mission to empower workers with financial freedom by helping companies accelerate payments and providing working Americans with accessible, free financial services. We build inclusive, transparent, and frictionless financial products.

The Customer Success Operations Manager builds and operates Branch's scaled Customer Success model for approximately 1,000 non‑managed accounts. Revenue is driven by product usage—including payout volume, card swipes, transfers, and active user growth—rather than contractual renewals. This role increases engagement, detects silent churn risk, drives product adoption, and surfaces expansion opportunities through a data‑driven, tech‑touch model.

• Design and operationalize the tech‑touch Customer Success strategy for ~1,000 non‑managed accounts
• Develop segmentation models based on account size, payout trends, user growth, and engagement signals
• Build structured lifecycle playbooks covering onboarding, activation, growth, and re‑engagement

• Define and implement a customer health scoring framework using Looker (usage and revenue signals) and Hub Spot (account and engagement data)
• Monitor payout volume, transaction frequency, and roster trends in Looker to detect early signs of decline
• Establish thresholds and triggers for intervention

• Design and execute segmented campaigns using Hub Spot to drive adoption and engagement
• Develop proactive education initiatives to increase feature utilization
• Continuously analyze campaign performance and refine outreach strategy

• Use AI tools (e.g., Claude, workflow automation platforms) to design, prototype, and deploy scaled engagement programs, health scoring models, and reporting dashboards
• Identify manual or repetitive processes across the Customer Success workflow and build automated solutions to replace them
• Collaborate with CX Operations to integrate AI‑powered tooling into existing systems and workflows
• Stay current on emerging AI capabilities and proactively propose new applications that create leverage across the portfolio

• Personally engage with high‑risk or high‑potential accounts when data indicates intervention could improve outcomes
• Conduct structured check‑ins focused on usage trends, operational friction, and growth opportunities
• Partner with Support and Product to resolve systemic blockers impacting engagement

• Identify usage growth patterns in Looker that indicate upsell potential
• Create structured processes for surfacing qualified opportunities to Sales
• Coordinate transitions when accounts move into managed status

• Partner with the GTM CRM Administrator to define segmentation logic and reporting requirements
• Work closely with CX Operations to leverage automation and tooling enhancements
• Provide structured usage insights to Product and Support to reduce friction and increase engagement
• Operate as a power user of Looker and Hub Spot, pulling usage/revenue data from Looker and account/engagement data from Hub Spot to drive decision‑making across all program areas

• Portfolio‑level payout and transaction volume trends
• Active account retention (behavioral retention)
• Adoption of priority features
• Reduction in silent churn indicators
• Engagement rates across lifecycle campaigns
• Qualified expansion signals surfaced to Sales
• Measurable efficiency gains from AI‑built automations and tools

• 5+ years of experience in Customer Success, CS Operations, Growth, or usage‑based SaaS/fintech environments
• Experience operating in a tech‑touch or scaled portfolio model
• Strong analytical skills with the ability to interpret behavioral and revenue data; comfortable working directly in BI tools such as Looker to build and modify reports
• Hands‑on experience with Hub Spot (segmentation, campaign execution, and CRM data management) and familiarity with BI/analytics platforms (Looker preferred) for usage and revenue reporting
• Demonstrated ability to…