CS Enablement & Operations Specialist

Responsibilities

• Organize and maintain a repository of product enablement collateral to ensure CSMs, FSEs have timely access to up-to-date training and reference materials, especially as they are onboarding into their roles.
• Manage and continuously improve templates used for customer-facing presentations, customer onboarding guides, and QBRs to ensure consistency, branding, and clarity across all CSM engagements.
• Track and support CSMs with customer visit logistics; primary responsibilities include coordinating food orders for the CS lead “lunch and learn” sessions, and supporting the CSMs as a single point of contact for ensuring hardware and FSE availability for target installation dates.
• Project manage efforts to implement and improve tools and processes for customer onboarding, primarily leveraging HubSpot CRM automation and workflows to drive CS efficiency.
• Track and report on Customer Success performance metrics, including engagement benchmarks, renewal rates, and onboarding milestones. Work cross functionally with the analytics team to develop and refine CS performance metrics.
• Work cross-functionally with marketing colleagues, CSMs and AMs to Coordinate the collection of social proof such as customer testimonials, case studies, and reviews.
• Administer the customer gifting program using Sendoso, ensuring timely and personalized delivery aligned with key lifecycle moments. 
• Support headcount planning analysis for CSMs and installation services engineers as needed to contribute to a data driven approach in sync with financial planning.
• Provide operational and logistical support for the creation and launch of a Customer Advisory Board, including scheduling, member outreach, agenda planning, and documentation.

Requirements

• 3+ years of experience in Customer Success, Revenue Operations, or a customer-facing B2B support role
• Strong project management skills with the ability to drive cross-functional initiatives and keep multiple workstreams on track
• Hands-on experience managing tools and systems that support customer onboarding and engagement (HubSpot, CRM workflows, enablement platforms, etc.)
• Excellent organizational skills with experience coordinating logistics for customer on-sites, installations, or events (travel, catering, hardware readiness, etc.)
• Proven ability to manage and update content libraries, templates, and customer-facing collateral with consistency and attention to detail
• Experience supporting customer marketing efforts such as testimonial collection, gifting, or event planning
• Solid analytical skills; able to track KPIs, build dashboards, and work with data teams to improve visibility into CS performance
• Familiarity with headcount planning or workforce forecasting models a plus
• Clear, professional communicator who thrives in fast-paced, collaborative environments
• Passion for enabling others—especially CSMs and FSEs—to deliver high-impact customer interactions