Customer Success Operations Manager

Remote, USRemotePosted 4 weeks ago

Job Description

About us: Branch is on a mission to empower workers with financial freedom. We do this by helping companies accelerate payments and providing working Americans with accessible, free financial services. We’re committed to building and delivering more inclusive, transparent, and frictionless financial products. Our goal of empowerment extends to our own employees, too. Have a great idea? Share it today and it might just get implemented tomorrow. As a member of our team, your voice and creativity matter—and they can directly impact our products, company, and culture.  We not only focus on attracting great talent from across the country, but also on building teams that help that talent thrive. That means valuing a diversity of opinions and working styles, while creating a shared belief in innovation, initiative, and winning together. Come join our team as we develop new ways to improve the lives of working Americans. About the role: The Customer Success Operations Manager builds and operates Branch’s scaled Customer Success model for approximately 1,000 non-managed accounts. At Branch, revenue is driven by product usage — payout volume, card swipes, transfers, and active user growth — rather than contractual renewals. This role increases engagement, detects silent churn risk, drives product adoption, and surfaces expansion opportunities through a data-driven, tech-touch model. Operating in a 1:many framework, this role designs segmentation strategies, behavioral health scoring, and lifecycle engagement programs — while selectively engaging high-risk or high-growth accounts where personalized outreach can meaningfully impact retention or expansion. This is not a quota-carrying role, but it plays a critical part in protecting and growing usage-based revenue across the portfolio. This role carries a strong expectation of leveraging AI tools — including Claude and workflow automation platforms — to build, automate, and scale programs. At Branch, every team member is expected to think like a builder: using AI to create new capabilities, automate repeatable work, and continuously improve how we operate. Key Responsibilities Scaled Customer Success Program Design <ul> <li>Design and operationalize the tech-touch Customer Success strategy for ~1,000 non-managed accounts</li> <li>Develop segmentation models based on account size, payout trends, user growth, and engagement signals</li> <li>Build structured lifecycle playbooks covering onboarding, activation, growth, and re-engagement</li> </ul> Behavioral Health & Silent Churn Detection <ul> <li>Define and implement a customer health scoring framework using data from Looker (usage and revenue signals) and HubSpot (account and engagement data)</li> <li>Monitor payout volume, transaction frequency, and roster trends in Looker to detect early signs of decline</li> <li>Establish thresholds and triggers for intervention</li> </ul> Lifecycle Campaigns & Engagement Programs <ul> <li>Design and execute segmented campaigns using HubSpot to drive adoption and engagement</li> <li>Develop proactive education initiatives to increase feature utilization</li> <li>Continuously analyze campaign performance and refine outreach strategy</li> </ul> AI-Driven Automation & Building <ul> <li>Use AI tools (e.g., Claude, workflow automation platforms) to design, prototype, and deploy scaled engagement programs, health scoring models, and reporting dashboards</li> <li>Identify manual or repetitive processes across the Customer Success workflow and build automated solutions to replace them</li> <li>Collaborate with CX Operations to integrate AI-powered tooling into existing systems and workflows</li> <li>Stay current on emerging AI capabilities and proactively propose new applications that create leverage across the portfolio</li> </ul> Targeted Direct Outreach <ul> <li>Personally engage with high-risk or high-potential accounts when data indicates intervention could improve outcomes</li> <li>Conduct structured check-ins focused on usage trends, operational friction, and growth opportunities</li> <li>Partner with Support and Product to resolve systemic blockers impacting engagement</li> </ul> Expansion Signal Identification <ul> <li>Identify usage growth patterns in Looker that indicate upsell potential</li> <li>Create structured processes for surfacing qualified opportunities to Sales</li> <li>Coordinate transitions when accounts move into managed status</li> </ul> Cross-Functional Collaboration <ul> <li>Partner with the GTM CRM Administrator to define segmentation logic and reporting requirements</li> <li>Work closely with CX Operations to leverage automation and tooling enhancements</li> <li>Provide structured usage insights to Product and Support to reduce friction and increase engagement</li> <li>Operate as a power user of Looker and HubSpot as the two primary data systems for this role, pulling usage/revenue data from Looker and account/engagement data from HubSpot to drive decision-making across all program areas</li> </ul> Success Metrics <ul> <li>Portfolio-level payout and transaction volume trends</li> <li>Active account retention (behavioral retention)</li> <li>Adoption of priority features</li> <li>Reduction in silent churn indicators</li> <li>Engagement rates across lifecycle campaigns</li> <li>Qualified expansion signals surfaced to Sales</li> <li>Measurable efficiency gains from AI-built automations and tools</li> </ul> Qualifications Required <ul> <li>5+ years of experience in Customer Success, CS Operations, Growth, or usage-based SaaS/fintech environments</li> <li>Experience operating in a tech-touch or scaled portfolio model</li> <li>Strong analytical skills with the ability to interpret behavioral and revenue data; comfortable working directly in BI tools such as Looker to build and modify reports</li> <li>Hands-on experience with HubSpot (segmentation, campaign execution, and CRM data management) and familiarity with BI/analytics platforms (Looker preferred) for usage and revenue reporting</li> <li>Demonstrated ability to translate data insights into structured customer programs</li> <li>Strong written communication and cross-functional collaboration skills</li> <li>Demonstrated experience using AI tools (e.g., Claude, ChatGPT, Copilot) to build workflows, automate tasks, or create operational tooling — not just prompting, but building</li> <li>Builder mindset: a bias toward creating solutions over requesting them, with comfort iterating quickly and learning by doing</li> </ul> Preferred <ul> <li>Experience with workflow automation platforms (e.g., n8n, Zapier, Make) to connect systems and automate multi-step processes</li> <li>Familiarity with AI-assisted data analysis, reporting, or content generation in an operational context</li> <li>Track record of identifying a manual process and independently building an automated replacement</li> </ul> Compensation: The base salary range for this role is $110-120k.  The salary range displayed reflects an average base salary range for the position across all the U.S. The base 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:  <ul> <li data-renderer-start-pos="1537">Market-leading medical, dental, and vision insurance </li> <li data-renderer-start-pos="1594">Stock options</li> <li data-renderer-start-pos="1611">Free Premium-Tier Origin Financial Wellness subscription</li> <li data-renderer-start-pos="1671">Monthly home-office stipend</li> <li data-renderer-start-pos="1702">401k (TransAmerica)</li> <li data-renderer-start-pos="1725">12-weeks paid parental leave for birthing and non-birthing parents</li> <li data-renderer-start-pos="1795">Flexible time off + sick and safe time</li> <li data-renderer-start-pos="1837">11 paid company holidays</li> </ul> Working at Branch A remote-first company with employees located throughout the U.S., Branch emphasizes transparency, accountability, and trust to create a collaborative environment where our product, engineering, marketing, customer support, customer success, and sales teams can all thrive together.  Learn more about what we do in this <a class="_mizu1p6i _1ah3dkaa _ra3xnqa1 _128mdkaa _1cvmnqa1 _4davt94y _4bfu1r31 _1hms8stv _ajmmnqa1 _vchhusvi _kqswh2mm _syaz14q2 _ect41gqc _1a3b1r31 _4fpr8stv _5goinqa1 _f8pj14q2 _9oik1r31 _1bnxglyw _jf4cnqa1 _30l314q2 _1nrm1r31 _c2waglyw _1iohnqa1 _9h8h16c2 _1053w7te _1ienw7te _n0fxw7te _1vhvg3x0" href="https://cdn.bfldr.com/CUTY2K5N/as/jrr3hk6csnwjhrx8phg6ppnj/The_Branch_Manifesto" data-renderer-mark="true">video</a>! Our collaborative spirit has helped us become an award-winning FinTech company, with Branch’s innovation and workplace recognized across industries. Branch has been honored by Inc., the Webby Awards, Benzinga FinTech Awards, FinTech Breakthrough Awards, Top Workplaces USA, Great Places to Work, and EY Entrepreneur of the Year, Heartland, among others.   Learn more about our culture, approach, technology, and people here: <a class="_1yt4x7n9 _2rko12b0 _v56415x0 _1e0c1nu9 _16d9qvcn _syaz14q2 _1rkwglyw _4cvx15qp _19it7r9e _bfhkhp5a _1a3b1r31 _4fprglyw _5goinqa1 _9oik1r31 _1bnxglyw _jf4cnqa1 _1nrm1r31 _c2waglyw _1iohnqa1 _uizt1kdv _nt751r31 _49pcglyw _1hvw1o36 _1372tlke _7ehi1s3c _1j5pglyw _1di6fg4m" href="https://www.branchapp.com/about" data-testid="inline-card-resolved-view">https://www.branchapp.com/about</a>   Branch is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Must be currently authorized to work in the USA without sponsorship or transfer. No third-parties, please. View how Branch collects your personal data <a class="_mizu1p6i _1ah3dkaa _ra3xnqa1 _128mdkaa _1cvmnqa1 _4davt94y _4bfu1r31 _1hms8stv _ajmmnqa1 _vchhusvi _kqswh2mm _syaz14q2 _ect41gqc _1a3b1r31 _4fpr8stv _5goinqa1 _f8pj14q2 _9oik1r31 _1bnxglyw _jf4cnqa1 _30l314q2 _1nrm1r31 _c2waglyw _1iohnqa1 _9h8h16c2 _1053w7te _1ienw7te _n0fxw7te _1vhvg3x0" href="https://www.branchapp.com/legal/ccpa" data-renderer-mark="true">here</a>.