Customer Success Operations Lead

Role Overview

• Design, extend, and scale the Customer Success operating infrastructure, integrating Planhat, Snowflake, Salesforce, and BI systems to support lifecycle automation and customer intelligence
• Design and execute personalized, data-driven customer engagement campaigns in Planhat, leveraging customer data and lifecycle signals to improve adoption, satisfaction, and retention
• Leverage product usage and telemetry data to build signals that drive lifecycle workflows, customer engagement, and expansion identification
• Build and maintain customer data pipelines and integrations across product telemetry, CRM, and CS engagement platforms
• Develop internal customer dashboards and analytics tools in Sigma to help teams monitor adoption, lifecycle progress, and expansion readiness
• Create and maintain Planhat workflows, task automation, and lifecycle triggers that guide CSM actions throughout onboarding, adoption, expansion, and renewal stages
• Build automated customer communication programs and sequencing in Planhat to scale proactive engagement and lifecycle messaging
• Design systems that flag lifecycle milestones and risks, ensuring CS teams take the right action at the right moment
• Build and maintain data enrichment pipelines across multiple internal data sources to improve customer visibility and analytics
• Partner with the Data and Analytics teams to support exploratory analysis, operational reporting, and process improvement initiatives
• Identify operational gaps where automation or AI can improve scale and build solutions when commercial tooling does not yet exist
• Continuously improve the reliability, scalability, and efficiency of the Customer Success data and tooling ecosystem

Requirements

• 5+ years of experience in Customer Success Operations, Revenue Operations, or Data Operations in a SaaS environment
• Experience designing and/or scaling a Customer Success operating system or similar GTM infrastructure
• Hands-on experience administering and building workflows in Planhat
• Strong technical experience working with data warehouses (Snowflake), BI tools (Sigma, Looker, or similar), and CS platforms
• Experience working within existing systems and constraints, improving and scaling operational infrastructure.
• Proficiency in SQL and data modeling with experience integrating multiple data sources into operational systems
• Experience working with or supporting data integrations and APIs between operational systems and analytics infrastructure
• Strong analytical instincts with the ability to translate data into actionable operational improvements
• Experience building scalable operational infrastructure in fast-growing startup environments
• Comfortable operating with ambiguity and evolving systems from early foundations into scalable infrastructure
• Strong collaboration skills working across Customer Success, Product, Engineering, and Data teams
• A builder mindset and the ability to take ownership of complex operational systems

Tech Stack

• SQL

Benefits

• Competitive Base Salary + Equity Package
• Remote first culture (for most roles)
• Comprehensive Health Insurance (Medical, Dental, Vision)
• Home office setup stipend
• Monthly allowance for cell phone and internet
• Flexible PTO, generous company holiday policy, and unlimited sick days