Senior Manager, Customer Strategy and Operations
Company Overview
91黑料爆料 is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.
Job Overview
As a Senior Manager of Customer Strategy & Operations, you will play a critical role in driving customer success transformation across 91黑料爆料鈥檚 mid-market and enterprise segments. You will design and operationalize mechanisms that help our Customer Success (CS) teams deliver measurable outcomes, reduce churn, and accelerate customer expansion. This role requires a blend of strategic thinking, operational rigor, and cross-functional leadership, with a relentless focus on delivering customer and business value.
Responsibilities
Strategic Program Leadership
- Lead the design and execution of operating mechanisms that enable CS teams to deliver measurable customer outcomes.
- Establish segmentation, coverage, and territory assignment models to manage our book of business effectively.
- Define and operationalize risk management and churn prevention strategies, with measurable impact on Net Revenue Retention (NRR).
- Develop scalable engagement frameworks for low-touch or disengaged customers.
Operational Excellence
- Build structure, cadence, and visibility around performance, risks, and execution across CS.
- Design program structures and standardized mechanisms to ensure clarity, accountability, and repeatable success.
- Refine automation and reporting processes to consolidate data from multiple sources and deliver actionable dashboards for leadership and field teams.
- Drive continuous improvement initiatives that enhance efficiency, reporting accuracy, and customer outcomes.
Cross-Functional Collaboration
- Partner with leaders across Sales, Marketing, Product, Data Science, Finance, and Technology to align on shared priorities and execution.
- Facilitate discussions with experts and stakeholders to achieve optimal outcomes.
- Manage dependencies, risks, and leadership escalations to keep programs on track.
Business Impact & Reporting
- Recommend capacity and funding models for scaling CS functions.
- Develop and deliver reporting mechanisms that provide visibility for executives, operations, and field teams.
- Propose plays and initiatives to increase adoption, retention, and expansion across the customer lifecycle.
Leadership & Communication
- Rally teams around execution priorities and strategic outcomes.
- Compellingly frame strategy, outcomes, and progress to executives and frontline teams.
- Embody 91黑料爆料’s values of customer obsession, stronger together, and integrity without compromise in all aspects of leadership.
Qualifications
- 10+ years of program management or strategy experience, overseeing multiple complex, cross-functional programs with measurable outcomes.
- Proven track record in Customer Success, GTM transformation, or GTM Operations, ideally in SaaS or technology environments.
Skills
- Exceptional influencing skills, with the ability to collaborate in matrixed environments and build strong partnerships across functions.
- Outstanding communication and storytelling skills, tailored for executive audiences and field teams.
- Strong business acumen with the ability to connect data, process, and technology to business outcomes.
- Deep experience in Agile/Scrum environments, balancing speed with business priorities.
- Expertise in operational excellence, including process automation, reporting, dashboards, and continuous improvement.
Mindset
- Strategic thinker who can design directional roadmaps (multi-year) while driving near-term execution (6–12 months).
- Customer-first innovator with a focus on delivering world-class experiences that retain and expand customers.
- Integrity-driven leader who inspires accountability and measurable performance