Customer Success, Strategy Operations

📋 Description

• • Vend Park is at the forefront of revolutionizing the commercial real estate industry by building the AI-powered digital infrastructure for the built world. We are fundamentally transforming how property owners manage and monetize their parking assets through advanced automation, sophisticated data analytics, and cutting-edge agentic AI. Our mission is to simplify complex operations and unlock significant new revenue streams, moving a historically analog sector into a modern, software-driven paradigm. In just under two years, we have achieved remarkable growth, expanding our presence to 23 cities and forging strategic partnerships with esteemed industry leaders such as Nuveen, Jamestown, and Federal Realty. We foster a dynamic environment characterized by a small, high-ownership team where strategic decisions are made swiftly and innovative solutions are deployed with speed and unwavering reliability.
• • This pivotal role of Customer Success, Strategy & Operations Manager is designed for an individual who thrives on building foundational systems and optimizing operational excellence within a fast-paced, high-growth environment. Unlike a traditional Customer Success Manager role that focuses on managing a portfolio of clients, this position is centered on architecting and refining the very mechanics of how Customer Success operates at Vend Park. You will be instrumental in defining our operational frameworks, establishing robust measurement systems for success, and developing scalable strategies to ensure our customer success initiatives keep pace with our rapid expansion.
• • Your responsibilities will extend to maintaining a strong connection with our customer base. You will spearhead bi-weekly and monthly strategic check-ins with clients to gain deep insights into their evolving pain points, critical priorities, and changing needs. These insights will be the bedrock upon which you will drive operational enhancements and architect concrete, impactful solutions. This role is ideally suited for a candidate who possesses a genuine passion for customer engagement, exhibits high emotional intelligence, and is adept at seamlessly transitioning between building strong customer relationships and executing complex operational tasks.
• • You will collaborate closely with key departments including Operations, Revenue, Product, and Engineering. Your cross-functional partnerships will be crucial in designing the essential processes, implementing effective tooling, and generating actionable insights that are fundamental to driving customer retention, fostering expansion opportunities, and cultivating enduring customer trust and loyalty.
• • A key aspect of this role involves the ability and willingness to travel up to 30% of the time to customer sites across the United States, ensuring a hands-on understanding of their environments and needs. This dynamic position reports directly to the Head of Strategy & Operations, offering a direct line of influence and visibility.
• • **What You Will Own:**
• • **Customer Success Operations:** You will be responsible for the design, development, and continuous improvement of our core Customer Success workflows. This includes meticulously refining processes for onboarding new clients, establishing clear reporting mechanisms, managing escalation protocols, optimizing renewal strategies, and implementing proactive risk management frameworks. Your work will involve creating comprehensive playbooks and establishing consistent operating rhythms to systematically eliminate knowledge silos and ensure a standardized, high-quality customer experience.
• • **Strategy & Insights:** You will take ownership of key Customer Success metrics and develop sophisticated dashboards to provide real-time visibility into customer health scores, retention rates, churn indicators, and service level agreements (SLAs). A critical part of your role will be translating complex data into clear, concise, and actionable insights for both leadership and executive teams. You will also partner closely with Finance and Revenue departments to establish clear connections between Customer Success performance and tangible revenue outcomes.
• • **Tooling & Automation:** You will manage and optimize our Customer Success tooling stack and internal workflows, including our CRM, reporting systems, and automation platforms. You will collaborate proactively with the Product and Engineering teams to identify opportunities for automating manual processes, thereby increasing efficiency and reducing errors. Furthermore, you will leverage the power of AI and other modern technological tools to significantly enhance accuracy, accelerate response times, and improve overall visibility across all Customer Success functions.
• • **Who You Are:**
• • You possess a minimum of 5 years of experience in a relevant field such as Customer Success, Business Operations (BizOps), Consulting, Investment Banking, or a similarly analytical and cross-functional role.
• • You are a natural builder who derives satisfaction from designing and implementing systems, rather than merely operating existing ones.
• • You are highly analytical, possess a strong sense of curiosity, and are comfortable navigating ambiguity to find effective solutions.
• • You are deeply customer-obsessed, yet maintain a rigorous, data-driven approach to operations.
• • You are exceptionally detail-oriented and demonstrate a profound commitment to accuracy in all your work.
• • You are tech-forward, enthusiastic about leveraging AI and modern tools to enhance operational workflows, and eager to drive innovation.
• • You are comfortable and effective working cross-functionally, taking ownership of outcomes, and driving initiatives to completion.
• • **What Success Looks Like:**
• • Clearly defined, meticulously documented, and demonstrably scalable Customer Success workflows are in place.
• • Leadership possesses real-time, accurate visibility into customer health and potential risks.
• • Manual, repetitive tasks are systematically automated or eliminated, freeing up valuable resources.
• • The overall customer experience demonstrably improves as the company continues to scale.