Customer Success Operations Specialist

We’re looking for a Customer Success Operations Specialist to help power the day-to-day effectiveness of our Customer Success team as we scale. This role is perfect for someone who enjoys building structure, improving workflows, and making it easier for teams to do their best work.

You’ll work closely with Customer Success Managers and our IT Operations team to improve how we support customers—connecting people, processes, and tools along the way. You’ll have real ownership, plenty of room to learn, and the chance to make a visible impact early on.

Key Responsibilities

• Process Design & Scoping: Analyze the customer journey to identify inefficiencies. You will design and scope the requirements for workflows and automations that help CSMs manage their portfolios more effectively.
• IT Partnership & Implementation: Serve as a point of contact for the IT Ops team. You will translate business needs into technical specifications and oversee the deployment phase to ensure the final build meets the team's requirements.
• Enablement & Training: Lead the rollout of new processes and tools. You will develop training materials and conduct live sessions (in English) to ensure the CS team is proficient and understands the value of the changes.
• Data Analysis & Health Scoring: Monitor customer health scores and adoption trends. You will analyze datasets to identify risks or expansion opportunities and provide regular reports to CS leadership.
• Digital Engagement & Communications: Manage the operational setup of customer-facing communications. This includes configuring manual and automated email flows, survey distributions (NPS/CSAT), and supporting digital communication sequences.
• Documentation & Playbooks: You will be responsible for writing and maintaining clear, up-to-date SOPs, work instructions, and playbooks to ensure our operations are scalable and consistent.
  
  

• Collaborative Mindset: A proven ability to work effectively with both technical teams (IT/Dev) and non-technical teams (CS/Sales).
• Systems Literacy: A strong understanding of how data flows within a CRM (e.g., Salesforce). You don't need to be a developer, but you should understand how objects, fields, and automation logic work.
• Communication Skills: Professional fluency in English is essential. You should be comfortable writing technical documentation and presenting training sessions to a global audience.
• Analytical Skills: Comfortable using Excel or BI tools to look at data and summarize what it means for the business.
• Organization: Highly detail-oriented with the ability to manage a project from the initial scoping phase through to final documentation and team training.
• Experience: 3+ years of experience in CS Ops, Sales Ops, or a similar operational role within a SaaS company.