GTM Strategy & Operations Manager

Your Role

As a member of Zip's GTM Strategy & Operations team, you'll be the primary business partner to Zip's Customer Success organization - owning the operating rhythms, models, and metrics that determine how the team covers, retains, and grows the customer base.

You'll bring structure to a fast-scaling org: standardizing ways of working across post-sales, and driving the cross-functional collaboration with adjacent teams (from Sales & Account Management to Technical Support) that a coherent customer experience depends on.

You’ll operate as a true business partner and execution arm for our Post-Sales leaders - owning the core rhythms, models, and metrics that power Customer Success performance.

What You'll Do

• Own post-sales operations for the org: Lead day-to-day operations and long-term planning, including book design and rebalancing, segmentation, metrics, reporting, and "whatever it takes."
• Act as a strategic thought partner: Be the go-to partner for post-sales leadership and execs - whether it's solving complex problems, framing key decisions, or bringing structure to ambiguity.
• Drive GTM cadence and accountability: Run the operating rhythm - owning book reviews, renewal forecast calls, at-risk and churn reviews, QBRs, and leadership syncs. You'll push velocity, track outcomes, and ensure every meeting drives impact.
• Lead cross-functional execution: Work across Sales, Marketing, CS, Product, and Finance to drive strategic initiatives forward - bringing a GTM perspective to company-wide efforts and ensuring alignment across teams.
• Build with data: Use SQL, spreadsheets, and BI tools to structure analysis, validate assumptions, and uncover insights that improve GTM execution and drive growth
• Own special projects: From building a renewal forecast process to redefining our health score system - you’ll own critical, high-impact workstreams that move the business forward.

What We’re Looking for

• 8+ years of experience in customer success/post-sale operations, sales strategy, revenue operations, consulting, investing, or a similar high-performance environment.
• Strong analytical and modeling skills - you're fluent in Excel/Sheets and can write SQL or are willing to learn.
• Deep understanding of the post-sale customer lifecycle and SaaS business models, with battle-tested views on retention and expansion metrics (NRR, GRR, churn), account health and CSM/Solutions Consultant coverage models, and implementation/time-to-value velocity.
• Experience working closely with RevOps systems like Salesforce, Gong, Superset and others.
• Excellent written and verbal communication - you can structure thinking clearly, write concise memos, and present to executives with confidence.
• Attention to detail - you go deep on problems, sweat the edge cases, and set the quality bar high.
• High bias for action - you move fast, think in tradeoffs, and find a way forward when others see blockers.
• Technically inclined - you're not afraid of Salesforce Flows, brittle validation rules, or stitching together data across systems.
• A collaborative mindset - you're opinionated but open to all perspectives, and you know how to drive alignment across stakeholders.
• A proven operator - you've managed large, ambiguous projects that required both strategic thinking and tactical execution.

Pay and benefits

The salary range for this role is $153,000 - $189,000. The salary for this position is determined based on a variety of job-related factors that may include location, relevant experience, education, or particular skills and expertise.

Perks & Benefits

At Zip, we’re committed to providing our employees with everything they need to do their best work.

• Start-up equity
• Full health, vision & dental coverage
• Catered lunches & dinners for SF or NY employees
• Commuter benefit
• Team building events & happy hours
• Flexible PTO
• Apple equipment plus home office budget
• 401k plan

We're looking to hire Zipsters and that means hiring people who take ownership, communicate openly, have an underdog mindset, and are excited to increase the pace of innovation for every business in the world. We encourage all candidates to apply even if your experience doesn't exactly match up to our job description. We look forward to hearing from you!