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Breezeway

Senior Customer Operations Lead

Breezeway

. Own and optimize the customer experience from onboarding through expansion and renewal .

Posted 9/29/2026full-timeRemote • United States, SpainSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer journey optimization, operational analytics, and lifecycle program management using HubSpot and Metabase. Proven ability to collaborate cross-functionally and leverage AI tools to enhance customer success and drive revenue growth.

Highest-signal resume keywords
HubSpot ExpertiseMetabase Dashboard DevelopmentSQL Query WritingCustomer Journey ManagementCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Customer OperationsRevenue OperationsOperational AnalyticsLifecycle Program ManagementPipeline ManagementForecasting ModelsCohort AnalysisFunnel AnalysisHealth ScoringB2C Customer Journeys
Soft Skills
Strong Written CommunicationSystems ThinkingCollaboration
Tools & Technologies
HubSpotMetabaseAppcuesAI Tools
Industry Keywords
SaaSCustomer SuccessProduct MarketingHigh-Velocity StartupVertical SaaS

Tech Stack

Tools & technologies
SQL

About the role

Key responsibilities & impact
  • 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

Requirements

What you’ll need
  • 4–7 years in customer operations, revenue operations, customer success operations, or a closely related role
  • Clear ownership of customer journey programs and operational analytics
  • Proven track record in a high-velocity startup or scale-up environment
  • Strong HubSpot expertise, including workflows, sequences, pipeline management, health scoring, and reporting
  • Ability to build centralized dashboards in Metabase or equivalent
  • Ability to write SQL queries, run cohort and funnel analysis, model forecasts, and surface business insights independently
  • Experience with pipeline management and forecasting
  • Experience working cross-functionally with Revenue Operations, Customer Marketing, and Product Marketing
  • Primary experience owning B2C customer journeys, with meaningful exposure to B2B or upmarket accounts
  • Systems and process-oriented thinking
  • Strong written communication
  • Availability and collaboration during Eastern Time hours
  • Comfortable working with distributed teammates across time zones
  • Early adopter of AI tools and interest in experimenting with them
  • Bonus: SaaS experience serving the short-term rental, property management, or vacation rental market
  • Bonus: Familiarity with vertical SaaS, operations platforms, or field service software
  • Bonus: Background in product-led growth and self-serve onboarding design
  • Bonus: Hands-on experience with Appcues or similar platforms

Benefits

Comp & perks
  • Remote-first company
  • Flexible collaboration during Eastern Time hours
  • Equal opportunity and inclusive workplace
  • Application process accommodations available