We’re looking for a Customer Success Operations Specialist to help power the day-to-day effectiveness of our Customer Success team as we scale. This role is perfect for someone who enjoys building structure, improving workflows, and making it easier for teams to do their best work.
You’ll work closely with Customer Success Managers and our IT Operations team to improve how we support customers—connecting people, processes, and tools along the way. You’ll have real ownership, plenty of room to learn, and the chance to make a visible impact early on.
Key Responsibilities
- Process Design & Scoping: Analyze the customer journey to identify inefficiencies. You will design and scope the requirements for workflows and automations that help CSMs manage their portfolios more effectively.
- IT Partnership & Implementation: Serve as a point of contact for the IT Ops team. You will translate business needs into technical specifications and oversee the deployment phase to ensure the final build meets the team's requirements.
- Enablement & Training: Lead the rollout of new processes and tools. You will develop training materials and conduct live sessions (in English) to ensure the CS team is proficient and understands the value of the changes.
- Data Analysis & Health Scoring: Monitor customer health scores and adoption trends. You will analyze datasets to identify risks or expansion opportunities and provide regular reports to CS leadership.
- Digital Engagement & Communications: Manage the operational setup of customer-facing communications. This includes configuring manual and automated email flows, survey distributions (NPS/CSAT), and supporting digital communication sequences.
- Documentation & Playbooks: You will be responsible for writing and maintaining clear, up-to-date SOPs, work instructions, and playbooks to ensure our operations are scalable and consistent.
- Experience: 3+ years in CS Ops, Sales Ops, or a similar operational role within a SaaS environment.
- Systems Literacy: Deep understanding of CRM architecture (e.g., Salesforce). While coding skills are not required, you must understand data flow, objects, fields, and automation logic.
- Collaborative Mindset: A proven track record of bridging the gap between technical teams (IT/Dev) and customer-facing teams (CS/Sales).
- Analytical Skills: Proficient in Excel or BI tools, with the ability to analyze complex data sets and derive actionable business insights.
- Communication Skills: Professional fluency in English (written and verbal). Ability to write clear technical documentation and lead training sessions for a global audience.
- Organizational Excellence: Highly detail-oriented with the ability to manage projects end-to-end—from initial scoping to final delivery and team enablement.
Top Skills
What We Do
Dot Compliance provides a ready-to-deploy, Salesforce-native eQMS with the industry’s first AI specifically built to deliver safe, reliable decision guidance for critical quality issues. This offers faster, more proactive quality and compliance through vertical AI that empowers data-driven decision making in life sciences quality and compliance.
