Job Details

About us:Branch is on a mission to empower workers with financial freedom. We do this by helping companies accelerate payments and providing working Americans with accessible, free financial services. We're committed to building and delivering more inclusive, transparent, and frictionless financial products.Our goal of empowerment extends to our own employees, too. Have a great idea? Share it today and it might just get implemented tomorrow. As a member of our team, your voice and creativity matter—and they can directly impact our products, company, and culture.We not only focus on attracting great talent from across the country, but also on building teams that help that talent thrive. That means valuing a diversity of opinions and working styles, while creating a shared belief in innovation, initiative, and winning together.Come join our team as we develop new ways to improve the lives of working Americans.About the role:The Customer Success Operations Manager builds and operates Branch's scaled Customer Success model for approximately 1,000 non-managed accounts. At Branch, revenue is driven by product usage — payout volume, card swipes, transfers, and active user growth — rather than contractual renewals. This role increases engagement, detects silent churn risk, drives product adoption, and surfaces expansion opportunities through a data-driven, tech-touch model.Operating in a 1:many framework, this role designs segmentation strategies, behavioral health scoring, and lifecycle engagement programs — while selectively engaging high-risk or high-growth accounts where personalized outreach can meaningfully impact retention or expansion. This is not a quota-carrying role, but it plays a critical part in protecting and growing usage-based revenue across the portfolio.This role carries a strong expectation of leveraging AI tools — including Claude and workflow automation platforms — to build, automate, and scale programs. At Branch, every team member is expected to think like a builder: using AI to create new capabilities, automate repeatable work, and continuously improve how we operate.Key ResponsibilitiesScaled Customer Success Program DesignDesign and operationalize the tech-touch Customer Success strategy for ~1,000 non-managed accountsDevelop segmentation models based on account size, payout trends, user growth, and engagement signalsBuild structured lifecycle playbooks covering onboarding, activation, growth, and re-engagementBehavioral Health & Silent Churn DetectionDefine and implement a customer health scoring framework using data from Looker (usage and revenue signals) and HubSpot (account and engagement data)Monitor payout volume, transaction frequency, and roster trends in Looker to detect early signs of declineEstablish thresholds and triggers for interventionLifecycle Campaigns & Engagement ProgramsDesign and execute segmented campaigns using HubSpot to drive adoption and engagementDevelop proactive education initiatives to increase feature utilizationContinuously analyze campaign performance and refine outreach strategyAI-Driven Automation & BuildingUse AI tools (e.g., Claude, workflow automation platforms) to design, prototype, and deploy scaled engagement programs, health scoring models, and reporting dashboardsIdentify manual or repetitive processes across the Customer Success workflow and build automated solutions to replace themCollaborate with CX Operations to integrate AI-powered tooling into existing systems and workflowsStay current on emerging AI capabilities and proactively propose new applications that create leverage across the portfolioTargeted Direct OutreachPersonally engage with high-risk or high-potential accounts when data indicates intervention could improve outcomesConduct structured check-ins focused on usage trends, operational friction, and growth opportunitiesPartner with Support and Product to resolve systemic blockers impacting engagementExpansion Signal IdentificationIdentify usage growth patterns in Looker that indicate upsell potentialCreate structured processes for surfacing qualified opportunities to SalesCoordinate transitions when accounts move into managed statusCross-Functional CollaborationPartner with the GTM CRM Administrator to define segmentation logic and reporting requirementsWork closely with CX Operations to leverage automation and tooling enhancementsProvide structured usage insights to Product and Support to reduce friction and increase engagementOperate as a power user of Looker and HubSpot as the two primary data systems for this role, pulling usage/revenue data from Looker and account/engagement data from HubSpot to drive decision-making across all program areasSuccess MetricsPortfolio-level payout and transaction volume trendsActive account retention (behavioral retention)Adoption of priority featuresReduction in silent churn indicatorsEngagement rates across lifecycle campaignsQualified expansion signals surfaced to SalesMeasurable efficiency gains from AI-built automations and toolsQualificationsRequired5+ years of experience in Customer Success, CS Operations, Growth, or usage-based SaaS/fintech environmentsExperience operating in a tech-touch or scaled portfolio modelStrong analytical skills with the ability to interpret behavioral and revenue data; comfortable working directly in BI tools such as Looker to build and modify reportsHands-on experience with HubSpot (segmentation, campaign execution, and CRM data management) and familiarity with BI/analytics platforms (Looker preferred) for usage and revenue reportingDemonstrated ability to translate data insights into structured customer programsStrong written communication and cross-functional collaboration skillsDemonstrated experience using AI tools (e.g., Claude, ChatGPT, Copilot) to build workflows, automate tasks, or create operational tooling — not just prompting, but buildingBuilder mindset: a bias toward creating solutions over requesting them, with comfort iterating quickly and learning by doingPreferredExperience with workflow automation platforms (e.g., n8n, Zapier, Make) to connect systems and automate multi-step processesFamiliarity with AI-assisted data analysis, reporting, or content generation in an operational contextTrack record of identifying a manual process and independently building an automated replacementCompensation:The base salary range for this role is $110-120k.The salary range displayed reflects an average base salary range for the position across all the U.S. The base salary offered to an applicant could be higher or lower based on each applicant's specific skill set, depth of experience, relevant education or training, etc.Location:This position is classified as REMOTE within the United States of America.We are unable to hire candidates located outside of the domestic U.S.Benefits:Market-leading medical, dental, and vision insuranceStock optionsFree Premium-Tier Origin Financial Wellness subscriptionMonthly home-office stipend401k (TransAmerica)12-weeks paid parental leave for birthing and non-birthing parentsFlexible time off + sick and safe time11 paid company holidaysWorking at BranchA remote-first company with employees located throughout the U.S., Branch emphasizes transparency, accountability, and trust to create a collaborative environment where our product, engineering, marketing, customer support, customer success, and sales teams can all thrive together. Learn more about what we do in this video !Our collaborative spirit has helped us become an award-winning FinTech company, with Branch's innovation and workplace recognized across industries. Branch has been honored by Inc., the Webby Awards, Benzinga FinTech Awards, FinTech Breakthrough Awards, Top Workplaces USA, Great Places to Work, and EY Entrepreneur of the Year, Heartland, among others.Learn more about our culture, approach, technology, and people here: 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.Must be currently authorized to work in the USA without sponsorship or transfer.No third-parties, please.View how Branch collects your personal data here .