RevOps Specialist – Customer Success
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Job Description
RevOps Specialist optimizing customer success operations at OpenEd. Leveraging data and analytics for capacity planning and performance reporting.
Responsibilities:
- Attend key CS and Support planning, QBR, and operational meetings as a standing participant to bring data and operational intelligence into conversations proactively.
- Own capacity planning for CS and Support by modeling team workload against volume trends, seasonality, staffing levels, and headcount data to give leadership a forward-looking view.
- Serve as the CS/Support-side liaison to the Systems team to translate team needs into well-scoped technical requirements, identify configuration errors, and QA workflow changes before they ship.
- Own performance reporting and build self-serve dashboards in HubSpot and Metabase covering ticket volume, resolution time, CSAT, SLA attainment, and team productivity.
- Evaluate the full CS and Support tech stack deeply to identify underutilized tools, map out where data/processes break down, and recommend HubSpot Service Hub updates.
Requirements:
- 3+ years of experience in Customer Success Operations, Support Operations, Revenue Operations, or a closely related analyst or business partner role.
- Demonstrated experience with capacity planning, workforce modeling, or operational forecasting for a customer-facing team.
- Deep working knowledge of HubSpot (expert enough to evaluate ticket pipeline logic, SLA configurations, and automation architecture critically without owning day-to-day administration).
- Proven ability to write well-scoped technical requirements for a HubSpot admin team and QA the output.
- Strong analytical skills to surface non-obvious insights and use data to influence team planning, resource decisions, and advocate for a point of view.
- Experience working as a business partner, building trust with leaders who have varying levels of data fluency.
- Strong working knowledge of Metabase or comparable BI tools for dashboard construction, combined with excellent written and verbal communication skills.
Benefits:
- Competitive salary and 401k plan + company matching opportunities.
- Comprehensive Health Benefits: Health insurance package including medical, dental, vision, life, critical illness, accident, STD/LTD, HSA, and FSA with dependent care.
- Flexible Work Arrangement: We’re a fully remote workforce that emphasizes a healthy work-life balance by allowing some autonomy in work hours.
- Generous Paid Time Off policy, enabling you to recharge, spend quality time with loved ones, and pursue personal interests outside of work.
- Supportive Team Environment: Join a supportive and collaborative team environment where your contributions are valued, and teamwork is encouraged, fostering a culture of success and mutual respect.
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