Head of Customer Success Operations

Envoy builds workspace management technology that makes it simple to run secure, compliant, and connected workplaces across every location. Over 16,000 workplaces and properties around the world rely on Envoy to create great experiences for employees and visitors while meeting safety, security, and compliance needs at scale. From corporate headquarters and labs to manufacturing sites, Envoy powers the places where people work best together.

Learn more at envoy.com

Envoy is seeking a strategic, data-driven, and hands-on leader to serve as our Head of Customer Success Operations. Reporting to the VP of Customer Success, you will own the systems, processes, insights, and operational frameworks that enable predictable, scalable customer outcomes. This is a builder/operator role—ideal for someone who can set strategy, analyze deeply, execute quickly, and collaborate cross-functionally in a high-growth environment.

This is an onsite position that requires four days a week (Monday-Thursday) in our San Francisco HQ.

• Lead and develop the CS Operations team, partnering closely with Data, EPD, Finance, and GTM leadership.

• Own CS operational strategy, including financial planning, renewals forecasting, retention/churn modeling, capacity planning, and quota design.

• Establish operating rhythms, forecasting frameworks, and performance processes that drive predictable revenue outcomes.

• Oversee program management for key CS initiatives such as NPS, tech stack governance, product launch readiness, cross-functional strategic initiatives, research workstreams, and special projects.

• Own all post-sales data & insights management, including churn, expansions, pipegen, product usage analytics, renewal forecasting, team performance dashboards, executive reporting, QBRs, board materials, and monthly/bi-weekly business reviews.

• Lead org design & staffing strategy for the CS organization, including compensation plan design, quarterly SPIFFs, capacity modeling, headcount planning, and long-term org structure.

• Build a deep understanding of Customer Success metrics and convert insights into strategic recommendations.

• Track leading indicators of customer health, adoption, and retention; deliver clear reporting to CS leadership.

• Maintain data accuracy across Salesforce, Omni, Vitally, and related systems; build routines to ensure data integrity.

• Translate business requirements into technical specifications for BI teams; communicate insights across technical and non-technical audiences.

• Oversee program management for key CS initiatives such as NPS, tech stack governance, product launch readiness, cross-functional strategic initiatives, research workstreams, and special projects.

• Design and optimize GTM processes to improve customer conversion, retention, and expansion.

• 7+ years in Revenue Operations, GTM Operations, or Sales/Customer Operations within SaaS.

• 2–3 years of team leadership/management experience preferred.

• Experience building and scaling operations in a fast-paced startup environment

• Comfortable operating in ambiguity and creating clarity out of complexity.

• Strong analytical, strategic, and process design skills.

• Excellent communication and stakeholder management abilities

• Passion for solving problems and driving cross-functional alignment.

• A high degree of trust in your ideas and execution.

• An opportunity to partner and collaborate with other talented people.

• An inclusive community where you feel welcomed and cared for as a person.

• The ability to make an immediate impact in helping customers create a great workplace experience.

• Support for your personal and professional growth.

By applying for this position, you acknowledge that you have fully read and understand the job requirements and received the Envoy Privacy Notice for applicants, which is linked here. Completing this application requires you to provide personal data, such as your name and contact information, which is mandatory for Envoy to process your application. Envoy is an EEO Employer and does not discriminate on the basis of any characteristic protected by local, state or federal law.