About the Role
We’re looking for a highly motivated and detail-oriented Junior Customer Success (CS) Operations Specialist to join our Customer Success team.
In this role, you will help streamline processes, design automations, drive internal adoption, build customer engagement campaigns, and analyze key performance metrics to enhance the overall efficiency of the CS function. This is an exciting opportunity for a data-driven, process-focused individual eager to develop their skills and make an impact in a fast-paced SaaS environment.
What You’ll Do
Customer Success Tools & Systems
● Assist in managing and optimizing CS tools and platforms, ensuring data is accurate and useful.
● Support the design of automation workflows to improve efficiency, working with the IT team for a seamless implementation.
● Provide first-level troubleshooting for CS tools (e.g., Salesforce dashboards, campaign outreach) and escalate issues when needed.
● Help design and execute customer engagement campaigns for onboarding, retention, and expansion purposes.
Data & Reporting
● Assist in tracking key customer success metrics such as customer health scores, retention rates, and product adoption.
● Help create and maintain dashboards and reports in tools like Salesforce.
● Analyze customer data to identify trends and opportunities for improvement.
Process Documentation & Support
● Assist in documenting and maintaining CS processes, including onboarding, adoption, renewals, and expansion workflows.
● Support the creation of playbooks, templates, and standard operating procedures (SOPs) for the CS team.
● Identify process inefficiencies and suggest improvements to enhance customer success operations.
What We’re Looking For
● Highly organized and detail-oriented, with a passion for improving processes.
● Strong analytical skills, with an interest in working with data to drive decision-making.
● Basic experience or willingness to learn CRM tools (Salesforce).
● Strong communication and collaboration skills to work across teams.
● A self-starter with the ability to manage multiple priorities in a fast-paced SaaS environment.
● Experience with Excel/Google Sheets, SQL, or BI tools (a plus but not required).
Why Join Us?
● Gain hands-on experience in CS operations, automation, and analytics.
● Career development with mentorship and learning opportunities.
● Collaborate with Customer Success, Professional Services, Marketing, and Product teams.
● Work in a fast-growing SaaS company where your impact matters.
