Customer Success Ops

About the role

This position is centered on customer operations, with a primary focus on improving the accuracy of customer data and optimizing processes that follow sales transactions. You will play a crucial role in ensuring that the information used for revenue retention and growth is reliable and up-to-date.

Key facts

What you'll do

• Enhance the reliability of customer data stored in HubSpot, targeting a 95% accuracy rate while documenting any discrepancies that arise.
• Create and standardize a process for managing deals from the initial proposal stage through to contract signing, ensuring clear ownership is established at each phase.
• Regularly verify and update records related to customers, contracts, renewals, and expansions in both HubSpot and PandaDoc to facilitate accurate forecasting.
• Collaborate with leadership to develop and maintain the data inputs necessary for customer health scoring, contributing to the design of the scoring model.
• Implement a tracking system for requests that come from Slack, utilizing an internal AI tool to enhance visibility and streamline responses.
• Produce detailed reports on customer expansion and contraction, categorizing data by industry, company size, and customer persona for better insights.
• Establish and manage a centralized repository for documentation related to customer operations, including standard operating procedures and process maps to ensure consistency.
• Work closely with the operations team to identify areas for improvement in customer processes and suggest actionable solutions.
• Monitor and analyze customer feedback to identify trends and areas for enhancement in service delivery.
• Assist in training new team members on customer operations processes and tools to ensure a smooth onboarding experience.
• Participate in regular team meetings to discuss progress, challenges, and strategies for improving customer success metrics.

Requirements

• A minimum of 2 to 4 years of experience in Customer Operations, Customer Success Operations, Revenue Operations, or Renewal Operations, specifically within a B2B SaaS context.
• Strong grasp of essential business metrics such as Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and logo retention, with the ability to analyze and report on these metrics effectively.
• Proficiency in HubSpot for managing data, creating workflows, and troubleshooting issues as they arise.
• Proven ability to independently resolve problems while knowing when to escalate issues for further assistance.
• Daily engagement with AI tools like Claude or GPT to enhance productivity and efficiency in work tasks.
• Excellent written communication skills, with near-fluent proficiency in English suitable for professional interactions.
• Willingness to work during the hours of 9 AM to 6 PM EST to align with team schedules.

Nice to have

• Certification in HubSpot Service Hub Software, demonstrating expertise in the platform.
• Previous experience with customer success platforms such as ChurnZero or Planhat, which can enhance operational efficiency.
• Familiarity with tools like Make, Clay, or ClickUp that can aid in project management and workflow automation.
• Experience in developing frameworks for customer health scoring or segmentation that can provide insights into customer engagement and satisfaction.

Skills & tools

• HubSpot
• PandaDoc
• Slack
• ClickUp
• LVX (internal AI tool)
• Claude or GPT (AI assistants)
• Make (optional)
• Clay (optional)

Practical notes

• This position requires availability that overlaps with US Eastern Standard Time business hours to facilitate communication and collaboration with the team.
• The anticipated start date for this role is in late September or early October 2026, allowing for sufficient time to prepare for onboarding and integration into the team.

This role is an excellent opportunity for individuals passionate about customer success and operations, looking to make a significant impact within a dynamic and growing company. If you meet the qualifications and are excited about the prospect of contributing to customer success at Latamcent, we encourage you to apply.