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Senior Customer Success Operations
Full-time
The Role
Customer Success Operations is the operational backbone that connects our tools, processes, and AI strategy into a cohesive, high-performance engine.
The mission is to make every team member more efficient, every customer interaction more valuable and improve customer satisfaction and loyalty. You'll own the full Customer Success tooling stack, designing automations, building AI agents, extracting insights from data, and continuously improving the systems that power how we onboard, support, and grow our customers.
Responsibilities
Tooling and automation
Own and optimize the Customer Success tooling stack: primarily Jira (support workflows, SLA tracking, escalation management, automation) and Planhat (customer health, segmentation, success plans, customer portal).
Design and implement automations across tools to eliminate manual work, reduce response times, and ensure data consistency.
Build integrations and workflows that connect our systems (Jira ↔ Planhat ↔ Notion ↔ HubSpot) to create a seamless operational layer.
Extract maximum value from existing data: build dashboards, reports, and alerts that give CSMs, CSEs, and CPAs the right information at the right time.
AI usage
Refine and optimize the usage of AI for Customer Success: identify where AI creates the most leverage across our operations and customer touchpoints.
Develop and continuously improve AI agents: incorporate AI agent innovations to support internal teams (automated triage, knowledge retrieval, briefing generation) and customers (AI for support).
Stay current with AI capabilities and proactively propose new use cases that improve efficiency and customer satisfaction.
Operations and continuous improvement
Coordinate and improve processes between Customer Success and other teams (Product, Engineering, Sales) for smooth handoffs and consistent service delivery.
Structure and standardize how we deliver services to customers, making our operations more repeatable, measurable, and scalable.
Monitor operational KPIs (response times, resolution rates, customer health trends, automation coverage) and drive improvements based on data.
Implement Customer Satisfaction touch-point program to survey customers at key points along the customer journey.
Must-Have
Significant experience in Customer Operations, Revenue Operations, CS Operations, or a similar role.
Strong ability to design, build, and optimize workflows and automations across multiple tools.
Strong hands-on experience with Jira (project configuration, workflows, automation rules, dashboards).
Experience with a Customer Success Platform (Planhat strongly preferred, or Gainsight, ChurnZero, Totango).
Strong appetite and hands-on experience with AI. Genuine interest in building AI agents and integrating AI into daily operations.
Strong analytical mindset, ability to extract insights from data and translate them into operational improvements.
Autonomous, proactive, and ownership-driven.
Nice-to-Have
Experience with Notion and HubSpot (CRM, deal tracking, customer data).
Experience with API integrations, webhooks, and no-code/low-code automation platforms (n8n, Zapier).
Experience building or managing AI agents (LLM-based assistants, RAG systems, conversational AI).
Background in SaaS and/or the cybersecurity environment.
Understanding of customer lifecycle management (onboarding, adoption, renewal, expansion).
