Keep day-to-day operations running smoothly for Enterprise clients
Track workflows, timelines, and deliverables
Help onboard new clients and support their expansion using set processes
Spot any process issues and flag them to the Customer Ops lead
Help roll out new or improved workflows for Enterprise clients
Write clear SOPs to keep work consistent
Support teams as they adopt new workflows
Work closely with Talent, Product, and CS teams to keep things on track
Make sure CS data is accurate and up to date
Keep dashboards clear and useful for the CS team and leadership
Manage CS tools: updating playbooks, workflows, and automation features as needed

You are fluent in English, both verbally and in writing
3 to 4 years of experience in operations and project management
Experience in designing and implementing successful workflows from scratch
Strong analytical skills and confidence in working with data
Strong organisational skills and attention to detail
Comfortable managing priorities across multiple external and internal stakeholders
You enjoy working in a fast-paced, changing environment
A process-oriented mindset and willingness to document and follow structured workflows
Experience in the marketing, SaaS or agency environments is a plus
You use AI in your daily life and are enthusiastic about experimenting with how to optimise your and your customers’ day-to-day ways of working.

Customer Success Operations Specialist

Key skills