About the Role
The position is central to evolving a fragmented, local customer success model into a unified, scalable global system. It requires solving ambiguous challenges, driving structure, and building an AI-enabled function from the ground up with high visibility and ownership.
Responsibilities
- Assist in developing the future global Customer Success framework, focusing on customer journey insights, research, and experimentation.
- Contribute to designing the future of Customer Success by enhancing productivity through automation, operational efficiency, and capacity planning.
- Support the development of global best practices by facilitating cross-market knowledge sharing and integrating external benchmarks.
- Help define, test, and implement AI-first use cases within Customer Success operations.
- Evaluate and prioritize use cases based on potential business impact.
- Ensure solutions are practical, measurable, and adopted across teams.
- Think ahead about scalability and end-to-end customer journey optimization.
- Lead independent data analytics and modeling efforts with a focus on customer retention and growth metrics.
- Execute data queries and manage data systems using tools like Superset, Tableau, and SQL.
- Apply machine learning techniques such as prediction models, clustering, and decision trees.
- Conduct business and financial modeling, including forecasting and budget simulations.
- Support execution of strategic initiatives in local markets by collaborating with regional teams.
- Scale successful local experiments into global programs.
- Coordinate with local stakeholders to align on project goals and progress.
- Serve as a Technical Program Manager for key initiatives, managing timelines, risks, stakeholders, and follow-up actions.
Work Arrangement
Remote (Worldwide) — Spain, Poland, Mexico, Brazil
Other
- Fluent in English
- Spanish, Portuguese & Polish are a plus
- Remote first role
- Flexible hours
- Results valued over rigid schedules
- No visa sponsorship available
- Legal right to work in country of residence or role location required
No visa sponsorship available
