Customer Success Operations Specialist

Role Overview

• Map and optimize the post-sales lifecycle, including professional services handoffs, implementation milestones, and renewal workflows.
• Maintain and enhance our CS tech stack (e.g., Salesforce, Planhat, Zendesk), ensuring tools are configured to support day-to-day workflows.
• Build and audit dashboards that track key performance indicators (KPIs) such as Net Dollar Retention (NDR), Time-to-Value (TTV), CSAT/NPS, Customer Health Score, and Customer Product Adoption.
• Perform regular audits of customer data within the CRM to ensure accurate health scoring, renewal dates, and contract values.
• Provide data and analysis for CS Leadership and Rev Ops, turning insights into actions and process improvements.
• Develop automated playbooks to alert the team of upcoming renewals or expansion opportunities, ensuring no revenue falls through the cracks.
• Streamline ticket routing and project management tracking to improve efficiency for our Support and Professional Services teams.
• Create and maintain internal "how-to" guides for CS processes to ensure team-wide consistency and seamless onboarding for new hires.
• Evaluate, recommend, and implement new technologies to support CS strategy and growth.

Requirements

• 2+ years in Customer Success, Account Management, or Revenue Operations.
• Experience with Salesforce (Admin certification is a plus) and familiarity with CS platforms or Project Management tools.
• Proven experience using spreadsheets to manage, analyze, and report on data.
• Ability to explain complex technical workflows to non-technical stakeholders clearly.
• A match with our core values: Teamwork, Excellence and Integrity.
• Experience with SQL, Tableau, or PowerBI is nice to have.
• Previous experience in a high-growth SaaS environment is nice to have.

Tech Stack

• SQL
• Tableau

Benefits

• 100% company-paid health, dental, vision, long and short term disability, and life insurance.
• Remote first work environment with optional office use.
• Home office stipend of up to $500 for equipment and accessories.
• $60/month contribution for home internet connection.
• Generous PTO and unplanned time off policies.
• Flexible schedule to manage personal appointments.
• Collaborative culture with a close-knit team.