Head of Customer Success Operations, Envoy
$132-150k
+ Equity
Monday-Thursday in office
4 days a week in office
Flexible workplace platform
Be an early applicant
Flexible workplace platform
201-500 employees
Be an early applicant
$132-150k
+ Equity
Monday-Thursday in office
4 days a week in office
201-500 employees
Company mission
To create a world where workplaces work better.
Role
Who you are
- This is a builder/operator role—ideal for someone who can set strategy, analyze deeply, execute quickly, and collaborate cross-functionally in a high-growth environment
- 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
What the job involves
- Envoy is seeking a strategic, data-driven, and hands-on leader to serve as our Head of Customer Success Operations
- Reporting to the VP of Customer Success, you will own the systems, processes, insights, and operational frameworks that enable predictable, scalable customer outcomes
- 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
Our take
Envoy is a visitor management platform. Envoy offers a raft of workplace management tools, which help businesses ensure that their shop floor runs efficiently.
Envoy has already helped organize tens of thousands of locations globally, and brings together several solutions in a flexible package. The platform manages hybrid schedules, welcomes guests, helps companies improve security, assists with the managing and booking of rooms for collaboration, and even plays a role in structuring mailrooms more effectively.
A 2022 series C funding round took the company to a valuation of over $1B. It has been invested into company growth and creating more tools for secure and connected workplaces.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-10% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jan 2022
$111m
SERIES C
May 2020
$30m
LATE VC
Total funding: $200.2m
Company benefits
- Flexible time off to help you relax and recharge
- Learning and development stipends
- Full health coverage for you and your dependents
- A remote working credit to set up your home office
- $100 monthly wellness credit
- $100 headphone credit every 2 years
- A 401K, so you can invest in your future
- 12 weeks of paid parental leave
Company HQ
SoMa, San Francisco, CA
Leadership
Larry Gadea
(CEO)Software Engineering at Carleton University. Systems Performance Consultant at Milo and Shopify. Infrastructure Engineer at Twitter. Founded Envoy in 2013.
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