Head of Customer Success Operations at Envoy

San Francisco, California, United States

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$155,000 – $177,000Compensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaS, Workspace ManagementIndustries

Requirements

7+ years in Revenue Operations, GTM Operations, or Sales/Customer Operations within SaaS
2–3 years of team leadership/management experience preferred
Experience building and scaling operations in a fast-paced startup environment
Comfortable operating in ambiguity and creating clarity out of complexity
Strong analytical, strategic, and process design skills
Excellent communication and stakeholder management abilities
Passion for solving problems and driving cross-functional alignment

Responsibilities

Lead and develop the CS Operations team, partnering closely with Data, EPD, Finance, and GTM leadership
Own CS operational strategy, including financial planning, renewals forecasting, retention/churn modeling, capacity planning, and quota design
Establish operating rhythms, forecasting frameworks, and performance processes that drive predictable revenue outcomes
Oversee program management for key CS initiatives such as NPS, tech stack governance, product launch readiness, cross-functional strategic initiatives, research workstreams, and special projects
Own all post-sales data & insights management, including churn, expansions, pipegen, product usage analytics, renewal forecasting, team performance dashboards, executive reporting, QBRs, board materials, and monthly/bi-weekly business reviews
Lead org design & staffing strategy for the CS organization, including compensation plan design, quarterly SPIFFs, capacity modeling, headcount planning, and long-term org structure
Build a deep understanding of Customer Success metrics and convert insights into strategic recommendations
Track leading indicators of customer health, adoption, and retention; deliver clear reporting to CS leadership
Maintain data accuracy across Salesforce, Omni, Vitally, and related systems; build routines to ensure data integrity
Translate business requirements into technical specifications for BI teams; communicate insights across technical and non-technical audiences
Design and optimize GTM processes to improve customer conversion, retention, and expansion

Skills

Key technologies and capabilities for this role

Customer Success OperationsData AnalysisFinancial PlanningRenewals ForecastingRetention ModelingChurn AnalysisCapacity PlanningQuota DesignNPS ManagementTech Stack GovernanceProduct Usage AnalyticsExecutive ReportingOrg DesignProgram ManagementCross-Functional Collaboration

Questions & Answers

Common questions about this position

What is the salary range for the Head of Customer Success Operations role?

The salary range is $155K - $177K.

Is this position remote or onsite, and what are the requirements?

This is an onsite position that requires four days a week (Monday-Thursday) in our San Francisco HQ.

What experience is required for this role?

Candidates need 7+ years in Revenue Operations, GTM Operations, or Sales/Customer Operations within SaaS, plus 2–3 years of team leadership/management experience.

What does the role involve in terms of team leadership and operations?

You will lead and develop the CS Operations team, own CS operational strategy including financial planning and renewals forecasting, and oversee program management for key CS initiatives.

What makes a strong candidate for this Head of Customer Success Operations position?

Ideal candidates are strategic, data-driven, hands-on leaders who can set strategy, analyze deeply, execute quickly, and collaborate cross-functionally in a high-growth environment.

Envoy

Workplace technology for visitor and space management

About Envoy

Envoy provides a platform that improves safety, flexibility, and guest experiences in office settings. Its main services include visitor management, which simplifies the check-in process for guests, and workplace management, which helps organizations use their space more effectively while adhering to safety standards. The platform allows for visitor pre-registration, health questionnaires, desk booking, and offers real-time analytics to enhance the workplace experience. Envoy operates on a subscription model with tiered pricing to meet the needs of various clients, including corporate offices and co-working spaces. What sets Envoy apart from competitors is its focus on user-friendly design and comprehensive functionality, addressing the increasing demand for secure and adaptable workplace solutions. The company's goal is to create a seamless and secure environment for businesses, especially in light of changing work patterns and heightened health concerns.

San Francisco, CaliforniaHeadquarters

2013Year Founded

$194.7MTotal Funding

SERIES_CCompany Stage

Enterprise Software, HealthcareIndustries

201-500Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) Company Match

Paid Vacation

Paid Sick Leave

Paid Holidays

Risks

Increased competition from startups offering similar solutions at lower costs threatens market share.

Data privacy concerns may arise from managing sensitive visitor and employee information.

Economic downturns could reduce corporate investment in workplace technology, affecting revenue.

Differentiation

Envoy offers a comprehensive platform integrating people, spaces, and data for workplace management.

The company provides unique features like data-enriched workplace maps and dynamic space recommendations.

Envoy's focus on security solutions includes visitor recognition and self-serve mobile sign-in.

Upsides

Envoy's new features enhance space utilization and employee experience for return-to-office success.

The appointment of experienced leaders like George Mogannam and Cormac Twomey boosts growth potential.

High workspace utilization correlates with 38% higher employee retention and 24% revenue growth.

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