Chief of Staff - Customer Operations

Chief of Staff – Customer Operations
New York City | Hybrid

About GoodWork
GoodWork turns CRM data into buyer intelligence — giving marketing and RevOps teams the clarity to focus, prioritize, and act with precision.

We’re experienced builders and a lean, product-obsessed team that moves fast and has built GoodWork AI-native from the ground up. We believe the next generation of high-impact companies will be built by small, expert teams with ownership of direction and outcome — our independence and focus are by design.

GoodWork is at an inflection point — we’ve proven early product-market fit with top-tier paying customers. We’re now entering our next stage of growth, partnering with ideal customers to shape the roadmap and define what true marketing intelligence looks like.

About the Role
This is not a typical Chief of Staff role. You’ll be the CEO’s operating partner for everything post-sale—owning onboarding, adoption, renewals, and the feedback loop that shapes our roadmap. You’re customer facing and own the customer journey end-to-end, from onboarding through expansion, and design the operational systems that define what customer success looks like in an AI-first company.

This is your opportunity to build the customer operations function you wish existed — combining strategy, systems thinking, and AI automation.

You’ll be the bridge between our customers, our product, and our growth — turning onboarding into a consultative experience, translating feedback into product direction, and designing systems that scale with impact.

What You'll Build
* Design onboarding that's powered by AI, yet feels like consulting — helping customers align on their ideal customer profiles, map their CRM, and establish success metrics.

* Own the full customer lifecycle from onboarding to structured client-check-ins to renewal, ensuring every interaction drives measurable value.

* Configure and tune GoodWork's AI for each new customer, including segmentation and lead scoring setup (and using our AI to do so).

* Create repeatable workflows for onboarding, renewals, QA, and reporting that scale. Document everything in playbooks and SOPs — then automate with AI.

* Turn customer insights into product direction by analyzing usage, capturing feedback, and creating recommendations that shape our roadmap.

You Might Be Perfect If You…
* Have 4–6 years in management consulting, customer success, or SaaS implementations — you’re used to listening, advising, and delivering outcomes for clients.

* Know Salesforce/HubSpot fundamentals inside and out — leads, opportunities, accounts, lifecycle stages, campaigns — and can talk confidently with RevOps teams about their data.

* Think in systems and have a strong understanding of SaaS metrics and how sales and marketing teams are measured and define success.

* Communicate with clarity and are comfortable owning a customer relationship. You have a sense of urgency, are a strong listener, and are comfortable with tight timelines and ambiguity.

* Get energized by working directly with customers — facilitating workshops, solving problems, driving adoption, and capturing valuable product feedback.

* Love making the complex simple — you thrive on turning messy problems into clean processes and making decisions with incomplete information.

Bonus Points If…
* You’ve worked in consulting or strategy (McKinsey, BCG, Bain, etc.) and want to apply that rigor in a fast-moving startup environment.

* You’ve managed customer implementations or led client success at a B2B SaaS company and want to define what customer operations look like in an AI-first company.

* You’re deep in AI tools and are passionate about implementing AI into real business processes, today.

What We Offer
Compensation: $120K to 140K base + performance bonus + meaningful equity

Location: Hybrid NYC — approx. 3 days/week in-office; flexibility for heads-down remote periods and time away.

Why This Role Matters
You'll work directly with an experienced founder, with autonomy to build customer operations the way you think they should be built – and AI native.

Most importantly: you'll help define how AI gets practically applied in go-to-market systems, building the foundation for what could become a category-defining platform.

We're building something that turns CRM data into strategy and deep intelligence — and you'll architect how customers actually experience that transformation.

Please send your resume and a cover letter about why this is the role for you to [email protected].