Customer Success Strategic Operations Lead

About AngelList:

We exist to accelerate innovation by increasing the number of successful startups in the world. We want to give more people the opportunity to participate in the venture economy by building the financial infrastructure that makes it possible for more people to invest in world changing startups, and build tools for startups that help them run their operations so they can focus on building. 

AngelList is the nexus of venture capital and the startup community. We support over $124B+ assets on our platform, and we’ve driven capital to over 12,000 startups, almost 282 of which are unicorns. 57% of top-tier U.S. VC deals involve investors on AngelList.

While our scale is large, our ambitions are even larger – we’re innovating on the financial infrastructure for venture investors and the startups they invest in. Come build with us.

About the Role:

AngelList Venture is expanding its Customer Relations team, seeking a driven and analytical leader who will own systems and processes to empower our Customer Success team. You'll be a core partner to CS leadership and a key contributor to the sustainable growth of AngelList Venture, using data-driven insights and operational excellence to shape our customer journey.

This role is crucial for driving revenue growth through upsell/cross-sell opportunities, reducing churn, and ensuring that both Customer Success and Product. Ultimately, this function supports sustainable growth and stronger customer relationships, delivering long-term value for the organization.

This strategic role reports to the Head of Customer Success and will be based out of the NYC office, with the expectation of working from that office at least twice a week.

You will:

• Optimize Workflows & Automate Processes: Streamline and automate workflows to reduce costs, improve team productivity, and allow a stronger focus on strategic customer interactions.
• Enhance Customer Experience & Drive Retention: Develop and implement tools and processes to address pain points, improve satisfaction, reduce churn, and increase customer lifetime value.
• Enable Revenue Growth through Account Monitoring: Establish frameworks for monitoring account health to identify upsell and cross-sell opportunities, and manage CS system architecture for continuous improvement.
• Leverage Data for Strategic Insights: Analyze customer data to optimize pre- and post-sales strategies, track experience indicators, and generate actionable insights for leadership decision-making.
• Manage Customer Lifecycle & Product Alignment: Refine lifecycle and segmentation strategies, facilitate feedback loops between Product and CS, and maintain a central knowledge base to align efforts across teams.

How Success will be Measured in this Role:

• Operational Efficiency & Strategic Focus: Reduced costs and streamlined processes, allowing CS teams to focus on high-impact activities that enhance customer value (e.g. Bookings per headcount).
• Customer Retention & Revenue Growth: Lower churn, improved satisfaction, and increased upsell/cross-sell opportunities through proactive account monitoring and retention programs (e.g. CSQLs)
• Data-Driven Alignment & Continuous Improvement: Leveraging data to align Product and CS strategies, ensuring roadmaps meet customer needs and drive ongoing enhancements across teams(e.g. CSAT, incident resolution time).
• Within 12 months, the person in this role should achieve a 20% reduction in cost-to-serve through streamlined processes and automation, while maintaining or improving customer satisfaction scores and retention rates.

Other characteristics of the ideal candidate:

• 5+ years of experience in customer success, operations, or process optimization roles, ideally within a SaaS, B2B technology, or high-growth startup environment where they’ve managed scalable solutions and driven data-informed strategies across customer-focused teams.
• Proficient in Customer Success, CRM, and Data Analytics Tools: Proficiency in platforms like Gainsight, Salesforce, Metabase, Tableau, and Excel to track customer health, manage data, and generate insights for decision-making.
• Experience with Project Management and Collaboration Software: Familiarity with tools like Linear, Notion, and Slack for workflow optimization, cross-functional collaboration, and maintaining a centralized knowledge base.
• Strategic and Big-Picture Focused: Skilled in aligning customer success and product goals with broader business strategies.
• Process Optimization Expert: Experienced in creating efficient, automated, and scalable solutions that enhance team productivity.
• Customer-Centric Approach: Deeply empathetic to customer needs, ensuring exceptional service and experience.
• Data-Analysis Experience: Basic programming skills (python, sql, workflow tooling) to be leveraged to drive insights and track performance metrics.
• Strong Cross-Functional Communicator: Collaborative, bridging technical and customer-focused teams effectively across the organization.

This role is perfect for someone with a passion for operational excellence and a drive to make impactful changes that elevate both team performance and customer outcomes. Join us to be at the core of our mission to deliver exceptional, customer-focused solutions!

If you don’t tick every box above, we’d still encourage you to apply. We’re building a diverse team whose skills balance and complement one another.

AngelList has offices in two hub cities: San Francisco and New York City that you can choose to work from. We’re focused on hiring within these hubs and people hired from these hub offices are expected to come into the office twice per week (Tuesdays and choice between Wednesday or Thursday). From time to time, we will make rare exceptions for new hires if they need to be fully remote.

Benefits: We support our employees in their lives both inside and outside of work.

*See additional detail on our benefits here: https://angell.ist/venture-benefits

*Learn about our Funders & Founders Program here: https://join.angellist.com/

Working at AngelList: At AngelList, we are united in our purpose to accelerate innovation and build the future of private markets. Our beliefs and values shape how we work, collaborate, and create impact. If the below resonate, we’d love to have you with us.

* Beliefs: https://angell.ist/beliefs

* Values & Leadership Expectations: https://angell.ist/values

AngelList is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.F