Breezeway

Operations

• Own and optimize the customer experience from onboarding through expansion and renewal
• Define lifecycle program requirements across HubSpot and Appcues, including audiences, triggers, timing, and enrollment logic
• Jointly own lifecycle success metrics and iterate programs to drive activation, retention, and revenue growth
• Map, document, and continuously improve customer processes, handoffs, owners, SLAs, and controls
• Manage and evolve HubSpot workflows, pipelines, health scoring, segmentation, and reporting
• Build and maintain centralized Metabase dashboards for customer health, journey-stage performance, and revenue trends
• Partner with Revenue Operations on pipeline management, forecasting models, and data infrastructure
• Coordinate with Product Marketing on go-to-market readiness, systems updates, training, and materials for CX teams
• Collaborate with Sales on handoff quality, early lifecycle health, and expansion pipeline
• Develop differentiated B2C and upmarket B2B customer journey tracks
• Build scalable playbooks for onboarding, check-ins, expansion, and churn risk; train the CS team
• Use AI tools including Claude to standardize and automate Customer Success communications
• Translate customer feedback and operational data into product and process improvements
• Act as a strategic thought partner to the SVP of Client Experience

Senior Customer Operations Lead