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 Responsibilities

Scaled Customer Success Program Design

Design and operationalize the tech-touch Customer Success strategy for ~1,000 non-managed accounts
Develop segmentation models based on account size, payout trends, user growth, and engagement signals
Build structured lifecycle playbooks covering onboarding, activation, growth, and re-engagement

Behavioral Health & Silent Churn Detection

Define 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 decline
Establish thresholds and triggers for intervention

Lifecycle Campaigns & Engagement Programs

Design and execute segmented campaigns using HubSpot to drive adoption and engagement
Develop proactive education initiatives to increase feature utilization
Continuously analyze campaign performance and refine outreach strategy

AI-Driven Automation & Building

Use AI tools (e.g., Claude, workflow automation platforms) to design, prototype, and deploy scaled engagement programs, health scoring models, and reporting dashboards
Identify manual or repetitive processes across the Customer Success workflow and build automated solutions to replace them
Collaborate with CX Operations to integrate AI-powered tooling into existing systems and workflows
Stay current on emerging AI capabilities and proactively propose new applications that create leverage across the portfolio

Targeted Direct Outreach

Personally engage with high-risk or high-potential accounts when data indicates intervention could improve outcomes
Conduct structured check-ins focused on usage trends, operational friction, and growth opportunities
Partner with Support and Product to resolve systemic blockers impacting engagement

Expansion Signal Identification

Identify usage growth patterns in Looker that indicate upsell potential
Create structured processes for surfacing qualified opportunities to Sales
Coordinate transitions when accounts move into managed status

Cross-Functional Collaboration

Partner with the GTM CRM Administrator to define segmentation logic and reporting requirements
Work closely with CX Operations to leverage automation and tooling enhancements
Provide structured usage insights to Product and Support to reduce friction and increase engagement
Operate 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 areas

Success Metrics

Portfolio-level payout and transaction volume trends
Active account retention (behavioral retention)
Adoption of priority features
Reduction in silent churn indicators
Engagement rates across lifecycle campaigns
Qualified expansion signals surfaced to Sales
Measurable efficiency gains from AI-built automations and tools

Qualifications

Required

5+ years of experience in Customer Success, CS Operations, Growth, or usage-based SaaS/fintech environments
Experience operating in a tech-touch or scaled portfolio model
Strong analytical skills with the ability to interpret behavioral and revenue data; comfortable working directly in BI tools such as Looker to build and modify reports
Hands-on experience with HubSpot (segmentation, campaign execution, and CRM data management) and familiarity with BI/analytics platforms (Looker preferred) for usage and revenue reporting
Demonstrated ability to translate data insights into structured customer programs
Strong written communication and cross-functional collaboration skills
Demonstrated experience using AI tools (e.g., Claude, ChatGPT, Copilot) to build workflows, automate tasks, or create operational tooling — not just prompting, but building
Builder mindset: a bias toward creating solutions over requesting them, with comfort iterating quickly and learning by doing

Preferred

Experience with workflow automation platforms (e.g., n8n, Zapier, Make) to connect systems and automate multi-step processes
Familiarity with AI-assisted data analysis, reporting, or content generation in an operational context
Track record of identifying a manual process and independently building an automated replacement

Compensation:

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 REMOTEwithin 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 insurance
Stock options
Free Premium-Tier Origin Financial Wellness subscription
Monthly home-office stipend
401k (TransAmerica)
12-weeks paid parental leave for birthing and non-birthing parents
Flexible time off + sick and safe time
11 paid company holidays

Working at Branch

A 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: https://www.branchapp.com/about

Branch 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.

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