Breezeway Senior Customer Operations Lead at Breezeway owning the end-to-end post-sale customer experience. Designs and optimizes customer journeys using quantitative data and process improvements.
Responsibilities
Own and optimize the customer experience — from onboarding through expansion and renewal — using quantitative customer data, supported by qualitative signals, to identify friction, opportunity, and risk
Define the requirements for lifecycle programs across HubSpot and in-app messaging (Appcues) — audiences, triggers, timing, and enrollment logic — in partnership with the Customer Marketing Manager, who owns the messaging, content, and build of customer-facing emails and in-app experiences. Jointly own success metrics, measure performance, and iterate to drive activation, retention, and revenue growth
Map, document, and continuously improve core customer processes end to end — handoffs, owners, SLAs, and controls — so they scale as the business grows
Manage and evolve our customer operations infrastructure in HubSpot: workflows, pipelines, health scoring, segmentation, and reporting
Stand up repeatable, centralized dashboards in Metabase that give CS, Sales, Rev Ops, and leadership a single shared view of customer health, journey-stage performance, and revenue trends — and maintain them as the business evolves
Partner closely and stay tightly aligned with the Revenue Operations leader as we scale our commercial and go-to-market motion — on pipeline management, forecasting models, and the data infrastructure that ties customer outcomes to revenue outcomes
Coordinate with Product Marketing on operating mechanisms and systems enablement - go to market readiness for the CX teams, including the systems updates, training and materials that keep Implementation, Support, and CS current
Collaborate with Sales on handoff quality, early lifecycle health, and expansion pipeline — ensuring alignment between pre- and post-sale motion
Develop differentiated journey tracks for our B2C segment (independent property managers) and our upmarket B2B accounts, with the right depth of touch and analytics for each
Build scalable playbooks for onboarding, check-ins, expansion, and churn risk — and train the CS team to run them
Leverage AI tools, including Claude, to standardize and automate repetitive Customer Success 1:1 communications across the customer segments and tiers, as well as scale personalized outreach without sacrificing quality
Translate voice-of-customer and operational data back into product and process improvements — serving as a connective tissue role across the revenue org
Qualification
4–7 years in customer operationsStrong HubSpot expertise — workflowsStrong quantitative skillsFamiliarity with vertical SaaSCountries
Required
4–7 years in customer operations, revenue operations, customer success operations, or a closely related role — with clear ownership of customer journey programs and operational analytics
Proven track record in a high-velocity startup or scale-up environment; you know how to build and ship while the plane is flying
Strong HubSpot expertise — workflows, sequences, pipeline management, health scoring, and reporting — you can own this tool, not just use it
Strong quantitative skills: you can build centralized dashboards in Metabase (or equivalent), write SQL queries, run cohort and funnel analysis, model a forecast, and surface the insight the business actually needs — without waiting on a data team
Experience with pipeline management and forecasting — you understand how customer health data connects to revenue projections and can partner with Rev Ops to build and maintain that model
Experience working cross-functionally with Revenue Operations, Customer Marketing, and Product Marketing — you know how to set clear requirements, align on shared metrics, and manage handoffs between teams
Primary experience owning B2C customer journeys, with meaningful exposure to B2B or upmarket accounts — you understand what changes and what doesn't across segments
A systems and process thinker who can zoom out to design end-to-end journey and process architecture and zoom in to QA the automation detail
Strong written communication — you can write clear journey requirements for Customer Marketing, a CS playbook, and a sharp internal data brief with equal clarity
Available and collaborative during Eastern Time hours; comfortable working with distributed teammates across time zones
Early adopter of AI tools and an interest in experimenting with them to scale your own work
Preferred
Experience at a SaaS company serving the short-term rental (STR), property management, or vacation rental market — you understand the software layer these operators rely on, not just the industry itself
Familiarity with vertical SaaS, operations platforms, or field service software
Background in product-led growth (PLG) motions and self-serve onboarding design
Hands-on experience with Appcues or similar in-app engagement platforms
Breezeway is an equal opportunity employer and prohibits discrimination based on race, color, religion, sex, national origin, age, disability, genetic information, or any other protected status. We embrace diversity and are committed to creating an inclusive workplace. We believe that respect fosters open-mindedness and curiosity, enabling us to gain valuable perspectives from our teammates, the market, and our clients. All qualified applicants will receive consideration for employment without regard to these factors. If you need accommodation during the application process, please let us know.
We're a remote-first company with team members across the U.S. and globe, but we currently hire only in the following states and countries.
