Senior Customer Success Business Partner

Summary

Join our Revenue Operations team as a Senior Customer Success Business Partner in Helsinki, Dublin, the UK, or Poland (fully remote). In this role, you will act as a consultant and thought leader for senior Customer Success individuals, shaping our GTM strategy and CS operating model. You will partner with leadership to define and execute GTM strategies, manage the customer success business rhythm, and optimize core retention processes. You will also collaborate across departments, evolve the CS tech stack, provide data-driven insights, and advocate for the CS function. This position requires 5+ years of experience in Customer Success Operations, Revenue Operations, or GTM Strategy within a high-growth B2B SaaS environment and advanced analytical skills. We offer a competitive compensation package, health care benefits, and other perks.

Requirements

• 5+ years of experience in Customer Success Operations, Revenue Operations, or GTM Strategy within a high-growth B2B SaaS environment
• Skilled strategic thinking with a demonstrated ability to contribute to executive-level decision making and cross-functional stakeholder collaboration
• Deep understanding of SaaS customer success drivers, including retention, expansion, onboarding, and lifecycle management
• Advanced analytical and forecasting skills, comfortable with data modeling, dashboards, and business reviews
• Experience in defining and implementing CS tools and systems, with a clear understanding of how tech enables scale and automation
• Proficiency with Salesforce—you understand its data model and how to use it for reporting, workflows, and process automation
• Skilled in managing complex, cross-functional projects with multiple stakeholders and balancing priorities
• Effective communicator and collaborator with a bias for action and a customer-first mindset

Responsibilities

• Act as a valued consultant and thought leader for senior individuals in Customer Success, employing data-supported strategies and promoting collaboration across functions to boost retention, growth, and customer satisfaction
• Play a central role in shaping our GTM strategy and CS operating model, while ensuring our tools and systems are set up to scale
• Partner with senior CS leadership to define and execute GTM strategies that improve customer outcomes and business performance
• Manage the customer success business rhythm, including MBRs, QBRs, forecasting, capacity planning, and performance tracking
• Manage and optimize core retention and CS processes, such as health scoring, customer segmentation, lifecycle playbooks, and renewal workflows
• Oversee and coordinate strategic efforts in Customer Success, Sales, Product Development, Marketing, Finance, and Revenue Operations
• Collaborate with the Revenue Technology (RevTech) team to define and evolve the CS tech stack strategy, ensuring systems support scale, automation, and insights
• Provide data-driven insights and executive-level reporting to inform strategic decisions and resource allocation
• Stay on top of industry best practices, incorporating them into internal strategies to keep our CS motion leading
• Advocate for the CS function within Revenue Operations and ensure alignment across all GTM teams
• Maintain and evolve the reporting infrastructure in close partnership with the data team, ensuring accurate, scalable, and insightful dashboards and metrics

Preferred Qualifications

• Familiarity with tools such as Salesforce, Gainsight, Planhat, Looker/Power BI, and SQL
• A solid foundation in analytical methods is appreciated
• Experience with PLG (Product-Led Growth) and hybrid sales motions
• MBA or similar advanced degree

Benefits

• Competitive compensation package, including equity
• Great work equipment, and home office allowance for those working in our fully remote locations
• Health care benefits and leisure time insurance
• Sports and well-being allowance