Minneapolis, MN5 days ago
Key ResponsibilitiesScaled Customer Success Program DesignDesign and operationalize the tech‑touch Customer Success strategy for ~1,000 non‑managed accountsDevelop segmentation models based on account size, payout trends, user growth, and engagement signalsBuild structured lifecycle playbooks covering onboarding, activation, growth, and re‑engagementBehavioral Health & Silent Churn DetectionDefine and implement a customer health scoring framework using Looker (usage and revenue signals) and HubSpot (account and engagement data)Monitor payout volume, transaction frequency, and roster trends in Looker to detect early signs of declineEstablish thresholds and triggers for interventionLifecycle Campaigns & Engagement ProgramsDesign and execute segmented campaigns using HubSpot to drive adoption and engagementDevelop proactive education initiatives to increase feature utilizationContinuously analyze campaign performance and refine outreach strategyAI‑Driven Automation & BuildingUse AI tools (e.g., Claude, workflow automation platforms) to design, prototype, and deploy scaled engagement programs, health scoring models, and reporting dashboardsIdentify manual or repetitive processes across the Customer Success workflow and build automated solutions to replace themCollaborate with CX Operations to integrate AI‑powered tooling into existing systems and workflowsStay current on emerging AI capabilities and proactively propose new applications that create leverage across the portfolioTargeted Direct OutreachPersonally engage with high‑risk or high‑potential accounts when data indicates intervention could improve outcomesConduct structured check‑ins focused on usage trends, operational friction, and growth opportunitiesPartner with Support and Product to resolve systemic blockers impacting engagementExpansion Signal IdentificationIdentify usage growth patterns in Looker that indicate upsell potentialCreate structured processes for surfacing qualified opportunities to SalesCoordinate transitions when accounts move into managed statusCross‑Functional CollaborationPartner with the GTM CRM Administrator to define segmentation logic and reporting requirementsWork closely with CX Operations to leverage automation and tooling enhancementsProvide structured usage insights to Product and Support to reduce friction and increase engagementOperate as a power user of Looker and HubSpot, pulling usage/revenue data from Looker and account/engagement data from HubSpot to drive decision‑making across all program areasSuccess MetricsPortfolio‑level payout and transaction volume trendsActive account retention (behavioral retention)Adoption of priority featuresReduction in silent churn indicatorsEngagement rates across lifecycle campaignsQualified expansion signals surfaced to SalesMeasurable efficiency gains from AI‑built automations and toolsQualificationsRequired5+ years of experience in Customer Success, CS Operations, Growth, or usage‑based SaaS/fintech environmentsExperience operating in a tech‑touch or scaled portfolio modelStrong analytical skills with the ability to interpret behavioral and revenue data; comfortable working directly in BI tools such as Looker to build and modify reportsHands‑on experience with HubSpot (segmentation, campaign execution, and CRM data management) and familiarity with BI/analytics platforms (Looker preferred) for usage and revenue reportingDemonstrated ability to translate data insights into structured customer programsStrong written communication and cross‑functional collaboration skillsDemonstrated experience using AI tools (e.g., Claude, ChatGPT, Copilot) to build workflows, automate tasks, or create operational tooling—not just prompting, but buildingBuilder mindset: a bias toward creating solutions over requesting them, with comfort iterating quickly and learning by doingPreferredExperience with workflow automation platforms (e.g., n8n, Zapier, Make) to connect systems and automate multi‑step processesFamiliarity with AI‑assisted data analysis, reporting, or content generation in an operational contextTrack record of identifying a manual process and independently building an automated replacementCompensationThe base salary range for this role is $110-120k. About the CompanyBranch is on a mission to empower workers with financial freedom by helping companies accelerate payments and providing working Americans with accessible, free financial services.