Customer Success Operations Lead

Base pay range

$/yr - $/yr

Customer Success Operations Lead | $180,000 | Redwood City | Hybrid | Hyper Growth Scale Up

We are partnering with a fast growing SaaS company that is transforming how engineers design electronic products.

Their platform is used by millions of engineers globally to accelerate the creation of hardware across industries including automotive, aerospace, consumer electronics, and advanced manufacturing. The company is now scaling its next generation AI powered product, built on one of the largest proprietary datasets in the electronics industry.

They are hiring a senior Customer Success leader to take ownership of both customer outcomes and the operational backbone of the Customer Success function.

This role sits at the centre of the business and will shape how customers are onboarded, supported, retained, and expanded as the company continues to scale globally.

You will be responsible for ensuring customers realise measurable value from the platform, while also building the processes, tooling, and structure that allow the Customer Success function to scale efficiently.

You will work closely with Sales, Product, and Engineering, acting as the voice of the customer internally and a trusted partner externally.

• Own end to end customer onboarding, adoption, and ongoing success
• Design and run scalable Customer Success processes, playbooks, and workflows
• Build strong relationships with senior stakeholders across a global customer base
• Act as a strategic advisor to customers, helping them drive adoption and ROI
• Lead renewals and expansion efforts, working closely with Sales and Account Management
• Track customer health, usage, and engagement metrics to proactively manage risk and growth
• Gather customer feedback and translate it into actionable insights for Product and Engineering
• Serve as a technical escalation point for customers, coordinating with internal teams to resolve issues efficiently

• 4+ years experience in Customer Success, Account Management, or a similar customer facing SaaS role
• Proven experience owning renewals, extensions, and long term customer relationships
• Strong operational mindset with experience building or improving CS processes and systems
• Comfortable working with technical products and explaining complex concepts clearly
• Background or exposure to engineering, hardware, or highly technical SaaS products is a strong advantage
• Excellent communication skills with the ability to work with both technical and non technical stakeholders
• Data driven and comfortable using metrics to guide decisions and prioritisation
• Collaborative by nature and confident working cross functionally

• Opportunity to own and shape the Customer Success function as the company scales
• High impact role working with a genuinely technical and differentiated product
• Exposure to a global customer base and senior stakeholders
• Strong career progression as the business continues to grow

If this sounds like you and you are excited by the idea of building Customer Success the right way, we would love to speak with you.

Mid-Senior level

Full-time

Sales and Business Development

Technology, Information and Media