Customer Success Operations & Program Specialist

As part of our rapid growth, we are looking for a Customer Success Operations & Program Specialist to join our team. In this role, you will provide the essential operational backbone for our post-sales customer programs. You will focus on the execution, maintenance, and administrative reporting that keep our customer success engine running smoothly. You will report to the Senior Customer Success Program Manager, supporting the Global Vice President of Operations and the wider Customer Success, Support, and & Enablement organization.
Responsibilities
● Execute and maintain Customer Success programs and platforms, including
Customer Engagement Platform admin hygiene and maintaining workflow, dashboard,
and content libraries.
● Manage the day-to-day administrative aspects of project plans by grooming project
backlogs, converting intake requests into tickets, and providing "SLA nudges" to ensure
timely project completion.
● Support cross-functional systems and integrations by maintaining the "Field
Mapping Dictionary" for our Customer Engagement Platform and SFDC, running data
audit logs, and performing routine data "patch jobs" (VLOOKUP-style data fixes) to
ensure data integrity and hygiene.
● Generate and distribute mission-critical reporting through documented SOPs,
including weekly metric slides, quarterly metric dashboard updates with trend callouts.
● Support Customer Journey and Risk execution by running "gaps reports" on missing
data/owners and maintaining the contact matrix for the Executive Sponsorship program.
● Coordinate team enablement and communications by managing agenda intake for
All-Hands meetings, assembling slide decks, and distributing meeting recaps and
decision logs.
● Maintain the "Operational Source of Truth" by updating SOPs (Standard Operating
Procedures) for repeatable operation tasks.
Requirements
● At least 3–5 years of industry experience in GTM operations, customer success
coordination, or a program support role within the technology industry.
● Proficiency in Project Management tools, specifically Jira (backlog grooming/ticket
management)
● Strong data literacy and technical hygiene, with the ability to perform complex data
cleanup in Excel/Sheets (VLOOKUPs, pivot tables).
● High attention to detail for Quality Assurance, particularly in testing automation
workflows, link validation, and merge tag accuracy in customer-facing comms.
● Excellent written communication skills, with a focus on documenting technical
processes (SOPs) and summarizing meeting outcomes for leadership.
● Operational mindset, thriving on "below-the-line" work like database audits, folder
organization, and calendar management.
● Self-driven problem solver who can work independently in a fast-paced remote
environment and meet strict weekly reporting cadences.
● Strong sense of ownership over the consistency of program data, ensuring that "Must
Win" trackers and RAG statuses are always current.
Advantages
● Experience with Customer Engagement Platforms like Gainsight, ChurnZero, or
Planhat (preferred).
● Technical documentation skills, such as experience building out internal Knowledge
Bases or Confluence pages.
● Familiarity with Revenue Operations tools like Salesforce or Tableau.
● AI-Enabled Operations: Experience or high proficiency using Generative AI, Gemini
and NotebookLM to synthesize large datasets, draft first-pass documentation, and
automate routine administrative workflows.
● Experience supporting US-based leadership in a high-growth, remote-first
environment