Job
Description
About the Role Lyric is hiring a Customer Success Operations Lead to serve as a core partner to our Head of Customer Success. This is a high-impact individual contributor role focused on building and scaling the operational foundation across the full Customer Success function—including Customer Success Management, Professional Services, Support, and Partner Onboarding. You’ll lead efforts in resource planning, tooling, process design, renewal workflows, adoption tracking, collateral development, and internal enablement. The ideal candidate is detail-oriented, proactive, and thrives in a fast-paced environment. This role requires someone who can flex across strategic projects and execution-heavy work, shifting gears quickly as priorities evolve. We're looking for someone highly coachable, organized, and confident communicating across stakeholders. Prior experience in Revenue Operations, consulting, or a GTM strategy role is strongly preferred. What You’ll Do Team Enablement & Operational Design Design and maintain templates, playbooks, and operational workflows for the full Customer Success team Build tools and trackers to support onboarding, risk identification, adoption, renewals, and delivery performance Lead capacity planning and resource management across Customer Success Management, Professional Services, and Support Tooling & Systems Ownership Evaluate, implement, and continuously improve systems used across the Customer Success function Serve as the operations lead for tooling decisions, process automation, and data governance Collaborate with RevOps and IT on integrations, reporting pipelines, and user enablement Insights & Reporting Develop dashboards and reporting frameworks to track customer health, usage, adoption, and renewal risk Partner with Customer Success and Go-to-Market leadership to identify trends and drive data-informed actions Standardize key operational metrics and reporting across teams Cross-functional & Strategic Projects Lead strategic initiatives such as onboarding frameworks, partner enablement programs, and customer segmentation Develop and maintain internal and customer-facing collateral in partnership with Sales and Solutions Ensure operational alignment across Customer Success, Sales, Product, and Support About You 6–9 years of experience in Revenue Operations, Consulting, Customer Success Operations, or Go-to-Market Strategy Strong written and verbal communication skills Highly coachable, proactive, and detail-oriented Comfortable working in a fast-paced, evolving environment with shifting priorities Strong visual storytelling and slide development skills Bonus: Familiarity with supply chain, planning, or enterprise SaaS/AI environments Show more Show less
