Customer Success Operations

HockeyStack is an Applied AI company on a mission to automate sales, marketing, and customer success for B2B companies. We build the most complete and accurate picture of the B2B buyer by integrating with every tool your team uses, partnering with third-party data providers, and deploying custom AI research agents. We use this data to power applications that automate high-value, high-complexity workflows across the go-to-market and revenue teams. Our core products include:

• Marketing Intelligence – instantly answers questions like “What led to that sudden drop in pipeline?”

• Account Intelligence – surfaces next-best actions to help reps move target accounts toward conversion

Since launching in January 2023, we’ve come through Y Combinator, raised a $26M Series A led by Bessemer. We’re growing 3× year-over-year, have hit multimillion ARR, and process over 60 TB of GTM data monthly. Based at our San Francisco HQ, we operate fully in-person, move fast and hire people who are ready to win.

🚀 Your Mission

HockeyStack is growing fast — with 3× revenue in the past year, a breakout product, and customers scaling just as quickly. As our first dedicated Customer Success Operations Manager, you’ll build the foundation that empowers our CS team to deliver world-class customer experiences at scale. You’ll transform how we measure, automate, and execute across the customer lifecycle — from onboarding to renewal — using the same AI-driven insights that power our product.

This role is for someone who wants to own big outcomes, move fast, and shape the systems that will define how HockeyStack grows and retains its customers. You’ll partner directly with Customer Success and executive leadership, driving the visibility, efficiency, and intelligence that turn customers into long-term advocates.

🔧 What You’ll Do

• Build, optimize, and scale the systems, processes, and reporting infrastructure that power HockeyStack’s Customer Success organization.

• Partner with VP of Customer Success and Support to define and operationalize KPIs around adoption, retention, and expansion.

• Own the configuration and management of our Customer Success tech stack (Salesforce, Product analytics, etc.) to ensure accurate data flow and actionable insights.

• Design automated workflows to improve renewals, onboarding, and health-scoring programs.

• Develop dashboards and analytics that give executives real-time visibility into Customer Health, NRR, churn risk, and product usage trends.

• Collaborate cross-functionally Customer Success, Technical Support and Product to close the loop between product adoption and revenue outcomes.

• Lead continuous improvement initiatives across Customer Success — from playbook design to process automation — that enhance customer experience and drive efficiency.

• Serve as a key voice in shaping the Customer Success strategy as HockeyStack scales 3× year-over-year.

🧬 What We’re Looking For

• 3–6 years of experience in Customer Success Operations, Revenue Operations, or CS Systems Management within high-growth B2B SaaS.

• Deep familiarity with GTM tools, Customer Success platforms and data systems (Salesforce, BI solutions, Pylon, Hightouch, etc.), with the ability to design and implement scalable workflows.

• Strong analytical mindset — you use data to uncover insights, measure impact, and guide decision-making.

• Proven track record of improving renewal, expansion, or onboarding efficiency through process design and automation.

• Excellent cross-functional communication skills; you can translate between business needs and technical execution.

• Comfortable working in a fast-paced, evolving environment where priorities shift quickly and ownership is broad.

• Self-starter who thrives on building from 0→1 — you identify gaps, create solutions, and execute with speed and precision.

• Passionate about leveraging AI and automation to transform how Customer Success teams operate.

✨ Why Join Now?

We’re at an inflection point. The product is proven, the market is massive, and the opportunity is wide open. You’ll be joining a company with real traction, rapid growth, and meaningful backing—where every person still shapes the outcome. This isn’t just a job. It’s a chance to build something category-defining with people who care deeply about doing it right.

As part of our San Francisco, California-based team, the on target earnings range for this role is $140,000– $160,000 ($125,000-$140,000 base) USD annually, depending on experience and qualifications.

HockeyStack is proud to be an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other legally protected status. We celebrate diversity and are committed to fostering an inclusive environment for all employees.