Customer Success Operations Lead

About the role

Nouvells is seeking a Customer Success Operations Lead to evaluate customer onboarding workflows, account health scoring models, expansion frameworks, and churn analysis playbooks. In this role, you will audit customer success playbooks, evaluate health score algorithms (combining usage data, support tickets, and NPS), review quarterly business review (QBR) templates, and benchmark retention strategies. No prior artificial intelligence background is required your hands on CS operations experience, Gainsight/Totango mastery, and retention analytics skills are what count.

Key responsibilities

• Health Scoring Model Audit
• Onboarding Workflow Evaluation
• Churn Analysis & Playbooks
• CS Tech Stack Administration