Customer Operations Lead

About Venn

Venn is a fast-growing technology company transforming the relationship between renters and multifamily operators. Our platform seamlessly connects every aspect of apartment living—rent payments, events, services, maintenance, and community engagement—creating a lifestyle co-pilot for residents and an engagement engine for operators.

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By leveraging resident behavioral data, Venn delivers personalized experiences at scale, driving long-term loyalty and unlocking new revenue opportunities. We’re trusted by industry leaders like Related Companies and Bozzuto and backed by top talent from companies like Fiverr, Kaltura, and Sonos, alongside seasoned real estate veterans.

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Our vision? By 2025, Venn will be the fastest-growing Resident Operating System, powering 500,000 units—scaling to 2 million by 2026. We’re not just building software; we’re redefining how people experience home.

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About the Role

As our Customer Operations Lead, you’ll be the strategic and analytical partner to our Implementation, Customer Success, and Support teams. You’ll own the systems, processes, and data infrastructure that enable us to onboard customers efficiently, drive product adoption, and deliver a consistent, high-quality support experience.

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Your work will ensure we scale effectively by streamlining workflows, building automated solutions, and surfacing insights that inform decisions across the customer lifecycle. If you’re passionate about making systems smarter, helping teams work more effectively, and using data to solve real problems — this role is for you.

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What You’ll Do

Post-Sales Systems & Process Optimization

• Design and improve end-to-end workflows for onboarding, implementation, account management, and support  
• Optimize and automate manual processes to increase team efficiency and create a seamless customer experience  
• Own and enhance the post-sales tech stack (e.g., CRM, support ticketing, onboarding tools), ensuring data consistency and usability  
• Build and maintain documentation and playbooks that support process standardization and scalability  

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Data, Reporting & Insights

• Build and manage Tableau dashboards for key metrics across onboarding timelines, support SLAs, CS health scores, adoption, retention and more  
• Write and manage SQL queries to pull and analyze data from multiple systems — surfacing trends and performance gaps  
• Partner with Implementation, CS, and Support leadership to define KPIs and build infrastructure to track them effectively  
• Provide insights on customer segmentation, churn drivers, time-to-value, and team productivity to inform strategic initiatives  

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What You Bring

• 3+ years in GTM, customer operations, or business systems roles within a B2B SaaS company  
• Strong understanding of post-sales workflows (onboarding, customer success, support) and the tools that support them  
• Proficiency in SQL and Tableau — you’re comfortable owning reporting and answering complex questions with data  
• Experience managing or integrating tools and systems to manage customers and their data  
• Highly organized and solutions-oriented — able to manage multiple priorities and bring clarity to cross-functional work  
• Comfortable operating in ambiguity, identifying operational gaps, and taking ownership to fix them  

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Nice to Have

• Experience in multi-family or proptech  

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This role is hybrid in our cozy New York office. For New York-based candidates, this position has an estimated annual salary range of $130,000 - $140,000, plus benefits and opportunities for equity. Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to demonstrated skill set, years and depth of relevant experience, and some role-dependent factors such as certifications. We welcome direct conversations with each candidate about compensation in all of our initial calls.