Customer Success Operations Specialist (Product Liaison)

Description

Silverfort is a cyber security startup that develops a revolutionary identity protection platform. Our mission is to provide industry-leading unified identity protection solutions for hybrid and multi-cloud environments. Using patented technology, Silverfort's platform enables strong authentication across entire corporate networks and cloud environments, without any modifications to endpoints and servers.

Silverfort has been widely recognized as an industry innovator, being named “Best of MFA award” from Expert Insights, Microsoft Security 20/20 partner award, and Homeland Security Award for Best Identity Access Management platform for its agentless secure authentication and zero-trust platform by Astors.

The Customer Success Operations Specialist will be a critical liaison between the Customer Success (CS) and the Product team, ensuring seamless communication and collaboration. This role will manage key processes such as Early Adopter (EA) programs, feature requests, and feedback loops between CS and Product. The individual will work to ensure that the CS team has the tools and insights needed to deliver an exceptional customer experience and that product developments align with customer needs.

Responsibilities

• Liaison between CS and Product: Serve as the primary point of contact between the Customer Success and Product teams to communicate customer feedback, feature requests, and product updates
• Manage Early Adopter (EA) Programs: Coordinate EA programs by selecting customers, gathering feedback, and ensuring Product has the necessary insights to drive successful launches.
• Feedback Loop Management: Organize and streamline the feedback loop process, ensuring customer insights are effectively shared with Product and tracking the status of feature requests.
• CS - Product Communication: Ensure that the Customer Success team is informed of product roadmap changes, feature releases, and bug fixes, enabling them to support customers proactively.
• Process Improvement: Identify areas for process improvement in CS / Product collaboration and implement efficient solutions that enhance cross-functional communication.
• Data and Insights Coordination: Work with data teams to gather relevant insights on customer usage and trends to inform product decisions and Customer Success strategies.
• Documentation & Reporting: Maintain clear documentation of CS / Product processes and regularly report on the status of key initiatives to both teams.
  
  

• 3+ years in a coordination or operational role, ideally within Customer Success, Product Management, or a related field
• Strong organizational skills with the ability to manage multiple priorities, track processes, and ensure timely execution
• Ability to quickly identify challenges in CS / Product collaboration and develop efficient solutions
• Proven track record of cross-functional collaboration and strong relationships across teams
• Excellent verbal and written communication skills, with the ability to distill complex product updates into actionable insights for the CS team
• Familiarity with Customer Success platforms (e.g., Planhat, Gainsight) and experience working with product management tools (e.g., Jira, Confluence) is a plus.
• General knowledge of cybersecurity/identity is a plus
• Knowledge of product lifecycle and release management is a plus