Career details

Role Overview

BackPR customers span entire districts and statewide networks. The Head of Enterprise Customer Success Operations builds the playbooks, insights, and tooling that enable our advisors to deliver renewal outcomes at scale.

You will lead a remote operations team that partners with Customer Success, Services, and Finance to deliver predictable retention, adoption, and expansion metrics.

What you will lead

• Create the success operating model, including health scoring, stakeholder mapping, and renewal forecasting.
• Implement customer journey analytics and business reviews that tie impact metrics to district outcomes.
• Own tooling strategy across CRM, workspace analytics, and automation platforms supporting customer teams.
• Launch enablement programs that elevate enterprise success managers and solution architects.

Experience that sets you up for success

• Executive management of customer success operations or revenue operations for enterprise SaaS.
• Proven track record designing playbooks for multi-million-dollar ARR portfolios with complex stakeholder networks.
• Expertise in customer analytics, predictive health modeling, and cross-functional collaboration.
• Comfort influencing C-level customers and internal executives through data-driven storytelling.

How we operate

• Distributed operations squads with shared OKRs, weekly async updates, and quarterly planning cadences.
• Close alignment with Implementation and Support to ensure a single source of truth for customer telemetry.
• Culture of experimentation that uses pilots and retros to tune retention motions.

Location & schedule

• Fully remote across the Americas with daily overlap of five hours to Eastern Time.
• Virtual customer councils, success summits, and playbook reviews facilitated through collaborative platforms.
• Flexible scheduling supported by clear escalation paths and shared dashboards.

Compensation & benefits

• Base salary range: $200,000 - $240,000 USD with variable compensation tied to net retention.
• Comprehensive health coverage, parental leave, and wellness stipend for remote work.
• Equity participation plus 401(k)/RRSP match.
• Dedicated budget for certifications, industry forums, and specialist tooling.

Impact in the first year

• Health scoring and renewal forecasting models that improve net retention by at least 8 points.
• Customer journey governance adopted across 100% of enterprise accounts.
• Remote operations team recognized for accelerating expansion plays and executive alignment.