Customer Success Operations Specialist

At DevSavant, we are a trusted technology partner specializing in Software Development, Data Engineering, AI/Machine Learning, Cloud Solutions, Automation Testing, and UI/UX Design. We deliver innovative, high-quality solutions with a focus on excellence and results. Our people are at the heart of everything we do, fostering a culture of growth and well-being. Join us and thrive in a supportive, success-driven environment.

The Customer Success Operations Specialist will serve as the technical owner of our post-sales ecosystem, as part of our Revenue Operations team. RevOps supports the sales, marketing, and customer success teams to drive predictable revenue growth, improve efficiency, and enhance the customer experience. This role is specifically responsible for the health, integration, and optimization of PlanHat (our CS platform) and Skilljar (our LMS). This isn't just a "support" role; you will work with the VP of Customer Success to define what a "Healthy Customer" looks like. You will also work closely with the Data Operations team to ensure our data is clean, actionable, and integrated into the broader the client data strategy.

PlanHat Administration & CS Strategy

• System Ownership: Serve as the primary administrator for PlanHat, managing user roles, permissions, and the overall health of the platform.

• Data Integration & Integrity: Manage and monitor data syncs between PlanHat, our CRM, and other internal databases. Partner with Data Ops to troubleshoot sync errors and ensure a 360-degree view of the customer.

• Workflow & Automation: Build and maintain complex "Playbooks" and workflows that trigger based on customer behavior or lifecycle stages. Operations management of existing workflows monitoring, maintaining, and repairing them.

• Lifecycle Communications: Design and manage automated email notifications and customer health alerts to drive proactive engagement.

• Dashboards & Analytics: Create custom views and executive-level dashboards that track Portfolio Health, NRR (Net Retention Rate), and CS Manager productivity.

• Feature Adoption: Work with stakeholders to architect, design, and enable new features on the platform and roll them out to end users.

• Service Request Management: Various teams will have requests to add additional capability and enhancements to Planhat, both minor and major. Plan out how to prioritize and get both the requests, regular operational needs, and long term architecture changes completed with the help of stakeholders.

Skilljar & Learning Management (LMS)

• Platform Leadership: Take full ownership of Skilljar, ensuring the platform is optimized for both internal employee enablement and external customer training.

• Course Architecture: Lead the creation, organization, and technical upload of new LMS courses. Partner with subject matter experts to ensure content is logically sequenced and tagged.

• Certification & Reporting: Build and analyze reports on course completion rates, assessment scores, and training ROI.

• Cross-Platform Analytics: Work with Data Operations to correlate LMS completion data with PlanHat health scores to prove the impact of education on retention.

• A Systems Thinker: You understand how a change in the LMS affects the CS platform, and how both impact the bottom line.

• Data-Fluent: You don't just pull reports; you find the "why" behind the numbers. You speak the language of Data Ops and the language of Customer Success.

• Execution-Oriented: You have a "builder" mindset. You enjoy taking a messy manual process and turning it into a streamlined, automated workflow.

• 2–4 years of experience in Revenue, Sales, or CS Operations within a B2B SaaS environment.

• Technical Proficiency: Hands-on administration experience in PlanHat (or a comparable CSP like Gainsight, Totango, or ChurnZero) and Skilljar (or a comparable LMS like Gainsight CE or Docebo).

• Data Savvy: Experience managing complex data integrations and a strong understanding of relational databases.

• Cross-Functional Collaboration: A key part of your success in this role will be the ability to deeply understand the customer success team’s needs and translate them into clear, outcome-based user stories. You’ll partner closely with the RevOps and DataOps teams to design scalable solutions that minimize technical debt.

• You get things done. You’re an expert at identifying the next action, communicating your intent, and executing. A results-driven mentality is critical.

• You’re built for remote work. We’re a 100% remote company. You need to be a self-starter who communicates with clarity and purpose, with the discipline to drive your own work forward.

• You think like an owner. We don't micromanage. Every role comes with freedom to act and accountability to deliver.

• You keep things human. You enjoy collaborating, sharing ideas, and keeping things fun along the way. A good sense of humor helps us stay connected, even when working far apart.