Customer Success Strategy & Operations Manager

About the job

SpaceX was founded under the belief that a future where humanity is out exploring the stars is fundamentally more exciting than one where we are not. Today, SpaceX is actively developing the technologies to make this possible, with the ultimate goal of making life multiplanetary and expanding consciousness to the stars.
SpaceXSI is building Super Intelligence to help humanity understand the universe. Our teams are building the full Super Intelligence stack: from our Colossus supercomputers, to Grok models, to our suite of applications, including Grok Bot, Grok Build, Grok Imagine, Grok Voice, and X. We're creating a powerful flywheel where more compute trains better models, better models power more useful products, and what we learn from people using those products shapes what we build next.

Customer Success Strategy & Operations Manager

Revenue Operations · Full-time · San Francisco, New York or Austin

We’re hiring a Customer Success Strategy & Operations Manager to help us deliver customer value and reach. We built our foundation around our coding product and engineering users. As we expand into general knowledge work and new use cases, our customer value delivery needs to evolve with it.

Our customers vary in type and size, and our goal is to unlock exceptional value for everyone. You’ll begin as a generalist across Customer Success, with a focus on solutions architecture, digital and scaled motions and the opportunity to develop deep expertise in a business unit end to end as we grow. You’ll partner with senior leaders to understand what’s working, what isn’t, and how to adapt the customer experience to drive value realization, retention, and growth.

You bring an analytical mindset and an orientation toward rapid experimentation. You’ll identify usage patterns that predict customer growth or churn, turn them into signals and plays the team can use, and help run experiments to learn what works so we can apply those learnings forward. The teams you will support are technical and experienced. They need a strategy and operations partner who brings insight and rigor that helps them make the right big bets and move with pace in bringing them to life.

You’ll be a thought partner to senior leadership and a hands-on operator who builds the models, insights and systems that help our teams stay agile and deliver on our goals. This isn’t a pure strategy role or a pure analyst role: you’ll set direction with leadership in one meeting and build the model behind it in the next.

Our organization is flat, and our team is small and talent-dense. You’ll have an outsized impact on our customers and the company’s trajectory. We’re looking for someone who is truth-seeking, collaborative, analytical, and loves to build.

What you’ll do

• Design segmentation and coverage models so each customer gets the service model that drives growth
• Build headcount and capacity models so we invest in the right places at the right time
• Guide and define the metrics that matter for the CS org, and the compensation models that reward the right outcomes
• Track business performance, find what’s driving the trends, and turn it into specific actions and strategies with owners
• Build the leadership operating cadence (business reviews, planning, decision forums) so decisions get made quickly with good data
• Build repeatable metrics, dashboards and applications that put the right KPIs in front of the right people to drive decisions and actions, from frontline teams to leadership
• Analyze product usage to find the patterns that predict activation, expansion, retention and churn
• Help design and run rapid experiments with clear hypotheses and control groups, then scale what works and retire what doesn’t
• Help build the scaled engagement model as a system: how data, tooling, digital touchpoints and human coverage fit together

You may be a fit if

• You have experience in revenue strategy & operations, customer strategy & operations or business operations
• You have experience supporting digital, scaled, self-serve customer strategy, and/or technical services teams
• You have strong analytical and modeling skills, and you ground your recommendations in data
• You have worked with product usage data and built/run experimentation frameworks to evaluate causation and efficacy
• You think holistically and systematically: how multiple touchpoints may influence the journey, and how to build solutions that will scale
• You solve problems end to end and run programs that keep people informed and moving
• You communicate effectively across levels and audiences, and are a strong partner to senior leadership
• You’ve built from the ground up, and you know when to launch and iterate versus when to go deep

It’s a plus if you have…

• Experience partnering with Marketing and Product on lifecycle or in-product programs
• Experience with customer frameworks such as health scores and maturity models, and the judgment to adapt them to our business
• Data science or analytics background
• Customer-facing experience
• Experience with consumption-based pricing