Growth Operations Lead - Customer Success

CT Business Management-Fabric Growth Operations Lead

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Role: Fabric Growth Operations Lead 

CT Sub-function: Business Management

Introduction 

You will build the measurement and decision backbone that Fabric's leaders rely on to steer investments, remove friction, and scale adoption predictably. This is not a reporting role. This is the operating architecture of growth itself -- the system that turns fragmented signals into confident decisions and shadow spreadsheets into a single trusted truth. 

If you are the kind of analytical leader who sees a messy pipeline and immediately thinks about the data model, the governance, and the cadence needed to fix it.

 

What the Role Is 

Reporting to Business Management Run and Transform Leader, you will work closely with the Fabric Growth team. You will govern Dynamics 365 as the system of record, standardize the KPI taxonomy that connects demand to adoption to experience, and establish the predictable executive operating cadence (Weekly, MBR, QBR) that makes growth steerable. You will lead a lean team of specialists and partner tightly with every Growth function to ensure signals become actions. 

 

Why It Matters 

Fabric succeeds when consumption becomes repeatable and scalable -- not when reports look optimistic. This role ensures leaders can answer, with confidence and consistency: Where will we grow next? What will convert into consumption? What experience and reliability risks could slow adoption? Growth Operations replaces fragmented views and shadow reporting with a single trusted narrative that drives decisions. 

 

Skills / Experience Required 

• Growth operations, customer success - You have built or led a Business Operations or Customer Success team, or sales operations function for a technology platform, SaaS business, or professional services firm. You apply in-depth knowledge and experience to identify issues and bring value. 
• Executive presence and strategic leadership. You consistently display executive presence, confidence, and credibility. You take personal responsibility for making, communicating, and implementing difficult decisions. You propose credible options and reach resolution with senior leaders. You handle difficult conversations while maintaining transparency and trust. 
• Analytical rigor. You think in data models, KPI taxonomies, and statistical baselines. You instinctively question data quality and know how to build governance around it. You create and share insights and leading practices with colleagues and stakeholders. 
• CRM and data systems fluency. Deep experience with CRM platforms (Dynamics 365 preferred), BI tools, and data governance. You understand how schema decisions affect reporting integrity. You evaluate new technologies and approaches to expand capabilities and improve processes. 
• People development and team building. You develop people by providing feedback, recognizing accomplishments, and assigning challenging work. You create and reinforce team vision, goals, and objectives. You resolve team conflicts effectively and respectfully. You delegate work effectively, using appropriate resources to increase team strengths. 
• Executive operating rhythms. You have designed and run weekly/monthly/quarterly business reviews that leaders trust and rely on. You know how to make a one-pager more powerful than a fifty-slide deck. 
• Cross-functional influence. You partner effectively with sales, marketing, engineering, and finance teams. You translate data into stories that drive action, not just awareness. You build and maintain relationships with key leadership. You resolve competing priorities and resource allocation issues across organizational boundaries. 
• EY Fabric knowledge (required). You must understand Fabric's adoption model, consumption journeys, and organizational landscape. You use in-depth knowledge of the business and industry trends to make informed decisions. You will be expected to set meaningful KPI baselines and govern the pipeline from day one. 
• Nice to have: experience with consumption-based business models, platform analytics, or growth operations. 

 

Key Responsibilities 

• Own and evolve Fabric's Growth Operations - Customer Success strategy and operating model across segments and geographies 
• Establish and govern Dynamics 365 as the canonical system of record (schema, lifecycle, stage policy, hygiene) 
• Define and operationalize a consumption-aligned KPI taxonomy: O-to-R, velocity, conversion, forecast health, consumption yield, and experience overlays 
• Build a predictable executive business rhythm (Weekly, MBR, QBR) powered by automated dashboards and standardized one-pagers 
• Lead Growth Operations - Customer Success governance: metric definitions, data stewardship, access policy, data freshness SLAs, dedupe rules 
• Partner tightly with Growth Engines, FDE, Operations, Product, and BMC to turn signals into action 
• Eliminate shadow reporting and drive organizational adoption of Growth Operations - Customer Success dashboards as the leadership default 

 

Measures of Success 

• Dynamics 365 is trusted as the single operating truth (measurable hygiene improvement and reduced reconciliation requests) 
• Forecast coverage and accuracy improve quarter-over-quarter with reduced variance 
• Leaders use Fabric Insights dashboards and one-pagers consistently (Weekly/MBR/QBR runs without shadow decks) 
• O-to-R, velocity, and stage conversion performance become predictable and actionable 
• Experience signals (CSAT/detractors) are explainable and managed through reliability overlays 
• Fabric Growth is seen as a strategic force multiplier, not a reporting team 

 

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Experience Level

Senior Level