Senior Customer Operations Lead

Role overview A senior individual contributor role owning the end-to-end post-sale customer experience for a property operations and experience platform serving short-term rental and hospitality operators. The position blends quantitative analytics with process design, turning activated users into power users and advocates across both independent B2C accounts and upmarket B2B clients. It pairs closely with Rev Ops, Customer Marketing, and Product Marketing while reporting into the SVP of Client Experience.

Responsibilities - Own and optimize the full customer lifecycle from onboarding through expansion and renewal, using quantitative data and qualitative signals to surface friction, opportunity, and risk - Define requirements for lifecycle programs across HubSpot and in-app messaging tooling, including audiences, triggers, timing, and enrollment logic, then measure and iterate on outcomes - Map, document, and continuously improve core customer processes, including handoffs, owners, SLAs, and controls - Manage customer operations infrastructure inside HubSpot, covering workflows, pipelines, health scoring, segmentation, and reporting - Build and maintain centralized dashboards that give CS, Sales, Rev Ops, and leadership a shared view of customer health, journey performance, and revenue trends - Partner with Rev Ops on pipeline management, forecasting, and the data infrastructure that links customer outcomes to revenue - Design differentiated journey tracks for B2C and upmarket B2B segments, then build scalable playbooks for onboarding, check-ins, expansion, and churn risk

Requirements - 4–7 years in customer operations, revenue operations, customer success operations, or a closely related role with clear ownership of journey programs and operational analytics - Background in a high-velocity startup or scale-up environment with the ability to build and ship while the business is in motion - Deep HubSpot expertise across workflows, sequences, pipeline management, health scoring, and reporting - Strong quantitative skills, including building dashboards in Metabase or equivalent, writing SQL, running cohort and funnel analysis, and producing forecasts without a dedicated data team - Experience collaborating cross-functionally with Rev Ops, Customer Marketing, and Product Marketing, including setting requirements and aligning on shared metrics - Primary experience owning B2C customer journeys with meaningful exposure to B2B or upmarket accounts - Available and collaborative during Eastern Time hours

Nice to have - SaaS experience serving the short-term rental, property management, or vacation rental market - Familiarity with vertical SaaS, operations platforms, or field service software - Background in product-led growth motions and self-serve onboarding design - Hands-on experience with in-app engagement platforms such as Appcues

Benefits and work setup - Remote-first company with team members across the U.S. and globally; hiring is limited to specified U.S. states and a small set of international locations