Customer Growth Strategy & Operations Associate

You’ll build the operational infrastructure for customer success from the ground up: onboarding frameworks, health scoring, escalation protocols, and renewal workflows. You’ll define what ‘good’ looks like at each stage and instrument the business to know when we’re hitting it.

You’ll work with data to understand where customers drop off, what early signals predict churn or expansion, and what interventions drive the biggest impact. You’re comfortable pulling insights from operational data without needing a team to do it for you.

You’ll build and maintain reporting that gives the business real-time visibility into activation health, onboarding velocity, and retention trends. If the right metric doesn’t exist yet, you’ll define it.

You’ll use AI tools natively — not as a novelty, but as a force multiplier. You’ll automate the repeatable, build systems that scale, and do the work of a much larger team.

Alongside owning the customer motion end-to-end, you’ll feed the central Growth team with the patterns, signals, and ground-level insight that only someone running these processes day-to-day would catch.

Proven ability to build operational processes from scratch. You’ve taken something manual, mapped it, documented it, and made it repeatable. You don’t just optimise existing workflows — you design new ones and make them stick.

Strong analytical instincts. You use data to make decisions and to tell a story. You know how to frame a problem quantitatively, find the signal in messy datasets, and communicate findings clearly to stakeholders. You’re comfortable working with operational data directly, whether that means writing a SQL query, building a pivot table, or commissioning the right analysis.

Sharp commercial judgement. You understand how the levers of customer activation, onboarding, and retention connect to revenue, and you prioritise accordingly. You don’t just build for completeness — you build for impact.

Exceptional intellectual horsepower. You pick up new domains fast, connect dots others miss, and thrive in ambiguity. A degree from a top university or equivalent proof you can learn anything quickly.

Structured thinking and relentless rigour. Your processes are documented, your priorities are clear, and nothing falls through the cracks. Structure and rigour aren’t things we’ll teach you — they’re things you already live by.

Genuine curiosity about AI. Not someone who’s read about it but someone who uses it daily, experiments constantly, and keeps finding new ways to work smarter.