Customer Operations Lead

???? Description

• Own post-sale operating infrastructure: health scores, renewal forecasting, churn risk.
• Design playbooks for onboarding, expansion signals, renewal, and churn escalation.
• Own NRR infrastructure: data layer and forecasting by account/cohort.
• Build support operations: ticketing systems, SLA frameworks, escalation workflows.
• Manage customer reference program end-to-end with CS.
• Post-sale reporting: surface insights for retention and NRR.

???? Requirements

• 5+ years in post-sale roles; understands renewal pressure.
• Analytically capable; build NRR models and renewal forecasting.
• Comfort with AI tools to automate workflows and analysis.
• Able to run cross-functional meetings and build financial models.
• Proven track record building processes where none existed.
• Experience influencing CS, sales, support, finance, and product.

???? Benefits

• Equity package
• Generous vacation policy
• Medical Insurance
• L&D budget
• Access to Meditopia wellbeing platform
• Language courses (English / Spanish)

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