[Hiring] Customer Success Operations Manager @Branch

Role Description

The Customer Success Operations Manager builds and operates Branch’s scaled Customer Success model for approximately 1,000 non-managed accounts. This role increases engagement, detects silent churn risk, drives product adoption, and surfaces expansion opportunities through a data-driven, tech-touch model.

• Design segmentation strategies, behavioral health scoring, and lifecycle engagement programs.
• Engage high-risk or high-growth accounts where personalized outreach can impact retention or expansion.
• Leverage AI tools to build, automate, and scale programs.

Key Responsibilities

• Scaled Customer Success Program Design:
  • 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.
• Behavioral Health & Silent Churn Detection:
  • Define and implement a customer health scoring framework using data from Looker and HubSpot.
  • Monitor payout volume, transaction frequency, and roster trends in Looker to detect early signs of decline.
  • Establish thresholds and triggers for intervention.
• Lifecycle Campaigns & Engagement Programs:
  • Design and execute segmented campaigns using HubSpot to drive adoption and engagement.
  • Develop proactive education initiatives to increase feature utilization.
  • Continuously analyze campaign performance and refine outreach strategy.
• AI-Driven Automation & Building:
  • Use AI tools 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.
  • Collaborate with CX Operations to integrate AI-powered tooling into existing systems and workflows.
  • Stay current on emerging AI capabilities and propose new applications.
• Targeted Direct Outreach:
  • 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.
• Expansion Signal Identification:
  • 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.
• Cross-Functional Collaboration:
  • 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 HubSpot to drive decision-making across all program areas.

Success Metrics

• 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.

Qualifications

• 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.
• Hands-on experience with HubSpot and familiarity with BI/analytics platforms.
• Demonstrated ability to translate data insights into structured customer programs.
• Strong written communication and cross-functional collaboration skills.
• Demonstrated experience using AI tools to build workflows, automate tasks, or create operational tooling.
• Builder mindset: a bias toward creating solutions over requesting them.

Preferred

• Experience with workflow automation platforms to connect systems and automate multi-step processes.
• Familiarity with AI-assisted data analysis, reporting, or content generation in an operational context.
• Track record of identifying a manual process and independently building an automated replacement.

Compensation

The base salary range for this role is $110-120k. The salary offered to an applicant could be higher or lower based on each applicant's specific skill set, depth of experience, relevant education or training, etc.

Location

This position is classified as REMOTE within the United States of America. We are unable to hire candidates located outside of the domestic U.S.

Benefits

• Market-leading medical, dental, and vision insurance.
• Stock options.
• Free Premium-Tier Origin Financial Wellness subscription.
• Monthly home-office stipend.
• 401k (TransAmerica).
• 12-weeks paid parental leave for birthing and non-birthing parents.
• Flexible time off + sick and safe time.
• 11 paid company holidays.

Company Description

Branch is a remote-first company emphasizing transparency, accountability, and trust to create a collaborative environment. Our collaborative spirit has helped us become an award-winning FinTech company, recognized across industries.