Customer Success & Growth Strategy Manager

Job Description

Customer Success & Growth Strategy Manager

About Packsize 

Packsize is an automation company that enables more efficient and sustainable packaging process flows from packing to unboxing. We’re propelling our customers and the industry forward, always looking to innovate and improve. Because, to us, packaging is about much more than a box, it’s about delivering what’s right, for our customers, for their customers and our planet. 

About the Role

Customer Success (CS) at Packsize is evolving and growing. The CS Strategy & Operations team is a new team within the organization, and we are seeking to hire three new members across strategy, operations, and data & analytics. This person will report to the Director of CS Strategy & Operations, working across CS, IT, Sales, Finance, Marketing, Service Operations, and more.     

CS Strategy & Operations is vital to the success of our customers. We ensure operational excellence, unearth customer insights, and are a trusted Executive partner. Continued growth, customer retention, and success are key priorities to the Executive team.  Since this is a new team, it is an exciting, entrepreneurial time with the opportunity to build from scratch and chart the org’s future. If you are someone who has built systems from 0-1, enjoys blank space, and can navigate ambiguity, this will be a good fit.   

We are seeking two new hires in the Strategy & Operations Manager positions.  

• Strategy Lead: Strategic planning, enterprise projects, reporting & insights 

• Operations Lead: Daily operating rhythm, operational projects, CS infrastructure & tooling   

What You'll Do

• Own and drive a portfolio of strategic projects related to the CS business, translating open-ended questions into structured approaches and execution 

• Develop and present clear, insightful executive-ready presentations articulating direction, findings, and progress against initiatives 

• Perform due diligence on existing processes and propose improvements 

• Collaborate with Data & Analytics lead to translate data into insights and meaningful narratives that drive action 

• Collaborate with cross-functional teams to ensure alignment and enable decision making 

• Identify gaps and bottlenecks in the customer journey and internal workflows and propose & execute improvements   

Potential work/projects 

• Prepare executive read-outs and presentations for Board meetings, Leadership discussions, and annual strategic plans 

• Create project in-take request process, prepare roadmaps, deliver projects (e.g., Revamp post-sale handoff and implementation process) 

• Create and roll out cross-functional SLAs and playbooks 

• Support annual/quarterly OKR planning and retros 

• Develop methodology and tooling for Retention Health scores 

• Develop CS Product Feedback program 

• Develop CS marketing norms and campaign improvements   

What You'll Bring

• 4+ yrs experience in Management Consulting, Business Operations, Strategy, or related roles 

• Proficiency with Salesforce and analytic tools; comfortable interpreting complex data and insights  

• Expertise in communication and presentation skills; comfort interacting with executives and leadership 

• Strong understanding of Customer Success fundamentals 

• Ability to lead cross-functional teams, navigate complex projects, and influence when needed 

• Excited about solving problems with a lot of ambiguity 

What We Offer 

The Base Salary for this role is $120k-$137k/year USD + Bonus however, Packsize considers several factors when determining compensation when extending a job offer, including but not limited to, the role being offered, the associated responsibilities, the candidate's prior work experience, education/training, and any special skills.   

If this role excites you but you don’t meet each requirement listed, we encourage you to apply anyway. At Packsize, we welcome applicants of all backgrounds and experiences and understand that the best candidates may come from the most unlikely of places. 

Packsize is an Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, Packsize policy of equal employment opportunity prohibits discrimination on the basis of race or ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran’s status, status as a qualified person with a disability, or genetic information. Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities, and protected veterans are strongly encouraged to apply. Reasonable accommodations in the application process will be provided to qualified individuals with disabilities.