Customer Success Ops

About the role

This is a customer operations position focused on enhancing the reliability of customer data and streamlining post-sale processes. You will be instrumental in ensuring the accuracy of information that supports revenue retention and growth.

Key facts

What you'll do

• Improve the trustworthiness of customer data within HubSpot, aiming for 95% accuracy and documenting any exceptions.
• Establish a consistent process for managing deals from initial proposal to contract signing, clarifying ownership at each stage.
• Verify and update customer, contract, renewal, and expansion records in HubSpot and PandaDoc to support reliable forecasting.
• Develop and maintain the data inputs for customer health scoring, collaborating with leadership on the model's design.
• Implement a system to track requests originating from Slack, using an internal AI tool to improve visibility.
• Generate reports on customer expansion and contraction, segmented by industry, company size, and persona.
• Create and manage a central repository for customer operations documentation, including standard operating procedures and process maps.

Requirements

• 2 to 4+ years of experience in Customer Operations, CS Ops, RevOps, or Renewal Operations within a B2B SaaS environment.
• Strong understanding of key business metrics such as Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and logo retention.
• Proficient in using HubSpot for data management, workflow creation, and troubleshooting.
• Demonstrated ability to independently solve problems and identify when to seek assistance.
• Daily use of an AI assistant like Claude or GPT to enhance work performance.
• Excellent written communication skills and near-fluent English for professional discussions.
• Availability to work during the 9 AM to 6 PM EST time frame.

Nice to have

• HubSpot Service Hub Software Certification.
• Prior experience administering customer success platforms like ChurnZero or Planhat.
• Familiarity with Make, Clay, or ClickUp.
• Experience developing customer health scoring or segmentation frameworks.

Skills & tools

• HubSpot
• PandaDoc
• Slack
• ClickUp
• LVX (internal AI)
• Claude or GPT
• Make (plus)
• Clay (plus)

Practical notes

• This role requires overlap with US EST business hours.
• Target start date is late September / early October 2026.