Customer Success Operations Specialist
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Job Description
Customer Success Operations Specialist at IDC refining systems and processes for customer engagement and value realization. Collaborating across departments to enhance customer journey effectiveness and efficiency.
Responsibilities:
- Manage the administration and optimization of Customer Success platforms (e.g., Gainsight, Totango, ChurnZero).
- Partner with RevOps on Salesforce integration, data hygiene, reporting, and system-driven automation.
- Support and optimize customer support/call center and ticketing systems (e.g. Intercom, Jira, Zendesk).
- Refine and maintain scalable system workflows supporting onboarding, health scoring, renewals, and expansion.
- Build dashboards and reporting that measure retention, Net Revenue Retention, onboarding velocity, and value realization.
- Identify repeatable CSM activities and implement automation to support tech-touch workflows, reduce manual effort, and improve consistency.
- Leverage AI and automation tools (e.g., copilots, generative AI, workflow platforms) to enhance account insights, risk detection, and customer communications.
- Execute and standardize core customer lifecycle processes, including onboarding, success planning, Quarterly Business Reviews, renewals, and expansion.
- Enable CSM adoption of tools, workflows, and standardized processes through training and documentation.
Requirements:
- 3–6 years in Customer Success Operations, RevOps, or Customer Success systems roles.
- Hands-on experience with at least one CS platform (Gainsight, Totango, ChurnZero).
- Hands-on experience with AI tools (e.g., ChatGPT, Claude, copilots, workflow automation platforms) in a professional or operational context.
- Hands-on experience deploying agentic AI to automate customer success workflows and optimize end-to-end client lifecycle performance.
- Strong Salesforce experience (workflow rules, reporting, object design).
- Demonstrated experience building and optimizing customer lifecycle processes.
- Experience supporting onboarding, success planning, QBRs, and renewal workflows.
- Experience developing enablement materials and training frontline teams.
- Comfortable working cross-functionally with technical and non-technical stakeholders.
Benefits:
- 15 vacation days per year (increases with tenure; carryover allowed)
- 10 paid sick days per year
- 1 week paid new parenting leave
- Flexible work options (remote, part-time, flexible hours)
- Health, dental, vision, and paramedical coverage for you and your family
- $1,600 annual healthcare spending account
- Employee Assistance Program for counseling and support
- Best Doctors medical second opinions
- Life, AD&D, and long-term disability insurance
- Retirement savings plan with company match (up to 4% of salary)
- $75/month technology allowance for home office or phone expenses
- Company-paid cell phone plan
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