Customer Success Operations

We are seeking an experienced Customer Success Operations professional to join our Revenue Operations team. This team serves as a strategic compass for the company, impacting executive decisions and supporting hundreds of millions of dollars in revenue across the customer lifecycle. In this role, your core mission will be to enhance the effectiveness and efficiency of our Customer Success teams by serving as a trusted partner to the Revenue Operations function. You will play a pivotal role in defining customer success and experience strategy, as well as implementing scalable processes that drive operational excellence.

Responsibilities 

• Design, document, and optimize CS, CX, and Support workflows and processes, including onboarding and professional services (PS) processes, to enhance customer experience
• Lead special strategic initiatives from end to end, such as AI-driven churn prevention and customer health forecasting.
• Lead the design and strategy of building dashboards and reports in our BI tools to track and monitor business performance and operational processes.
• Define, track, and report on core business KPIs, proxies, and targets, providing actionable insights and recommendations to enhance overall revenue effectiveness.
• We are seeking an experienced Customer Success Operations professional to join our Revenue Operations team. This team serves as a strategic compass for the company, impacting executive decisions and supporting hundreds of millions of dollars in revenue across the customer lifecycle. In this role, your core mission will be to enhance the effectiveness and efficiency of our Customer Success teams by serving as a trusted partner to the Revenue Operations function. You will play a pivotal role in defining customer success and experience strategy, as well as implementing scalable processes that drive operational excellenceCollaborate closely with the BI/Data team to drive data-based business insights and design the strategy for building impactful dashboards and reports in our BI tools to monitor business performance.
• Act as a primary interface between CS, Sales, Product, and Marketing teams, ensuring seamless collaboration and a unified understanding of customer insights.
• Provide support for ongoing business needs.
• Serve as the Salesforce subject matter expert for Customer Success/Revenue teams, managing flows, metrics calculations, and ensuring data integrity and quality across the platform.
• Design and build smart operational processes in our core tools (e.g., Salesforce, Gong, HubSpot) in partnership with the Business Applications team.
• Explore new tools and drive the implementation and adoption of tools, including AI-powered solutions.
• Develop and deliver clear, engaging presentations and written summaries for senior management and the board, effectively communicating complex results and strategic recommendations.

• 3+ years of experience as a CS / CX / Business / Rev Operations in a SaaS or high-growth tech company.
• Salesforce expert, proven ability to design and implement efficient operational processes using tools like Salesforce - MUST
• Strong analytical skills with the ability to present data clearly and efficiently to support business decisions. High proficiency in Excel/Google Sheets. SQL is a big advantage 
• Methodological thinker with a strong strategic approach. Ability to break down ambiguous problems into concrete, manageable components. Highly detail-oriented and takes a high degree of ownership.
• Strong written and verbal communication skills, including the ability to communicate with senior management and explain insights and recommendations in non-technical language.
• Collaborative Leader: Excels at leading through influence. A strong listener who is genuinely open to input from all teams and departments.
• Self-Motivated & Driven: Curious, ambitious, and proactive with a strong desire for learning. Loves tackling complex problems and is eager to share success.
• Accountable: Highly detail-oriented and takes a strong degree of ownership over their work.