Customer Success Operations Specialist

The role serves as the operational backbone of the Customer Success and Renewals organisation, with a focus on driving efficiency, data accuracy, process consistency, and cross-functional alignment across the entire post-sale customer lifecycle. In this role, the individual will work closely with Customer Success Managers, Sales, Finance, Legal, Product, and Support teams to streamline operations and ensure a seamless customer experience from onboarding through renewal and expansion. The position plays a critical role in supporting recurring revenue operations, customer renewals, pricing workflows, executive reporting, and process governance. It also involves identifying opportunities to improve and scale Customer Success processes as the business continues to grow. Reporting into the Revenue Operations function, the role provides broad exposure to the full revenue engine and offers the opportunity to shape and operationalise scalable Customer Success practices across the organisation.

The candidate will have responsibilities across the following functions:

Renewal and Revenue Operations:

• Support end-to-end operational workflows for customer renewals, pricing adjustments, amendments, co-terms, and contract lifecycle management.
• Assist with quote creation, validation, and coordination within Salesforce CPQ, ensuring accuracy in pricing, terms, and approval routing.
• Partner with Customer Success Managers to ensure renewal opportunities are accurately maintained, staged correctly, and progressed through defined pipeline stages on time.
• Maintain data integrity across contracts, subscriptions, renewal opportunities, and customer account records in Salesforce.
• Coordinate with Finance, Legal, and RevOps teams to support approval workflows, contract execution, and order processing.
• Track and flag renewal risk indicators, churn signals, and accounts at risk; assist in building early warning reporting for the CS leadership team.
• Support renewal forecasting activities by maintaining accurate pipeline data, close date hygiene, and stage progression tracking.

Systems and Process Administration:

• Administer and maintain core customer systems including Salesforce (Sales Cloud, Service Cloud), Customer Success platforms (ChurnZero, Gainsight, or Totango), and related operational tools.
• Identify opportunities for workflow automation, process improvement, and operational scalability, leveraging Salesforce Flows, automation rules, and platform capabilities.
• Create and maintain internal process documentation, SOPs, runbooks, and training materials for CS workflows and systems.
• Conduct regular system audits, data cleanup initiatives, and operational governance reviews to ensure platform health and data quality.
• Support onboarding and enablement activities for new CSMs and team members on Customer Success processes, tools, and systems.
• Manage user access, permission sets, and role hierarchies for CS related systems; coordinate with IT/RevOps on license management.

Reporting and Analytics:

• Build and maintain reports and dashboards in Salesforce and BI tools to support Customer Success leadership and operational decision-making.
• Monitor and report on operational KPIs including gross retention, net retention, churn rate, renewal rate, customer health scores, NPS/CSAT, time to value, and customer engagement metrics.
• Deliver weekly, monthly, and quarterly business reporting to CS leadership and executive stakeholders, including board-level renewal and retention summaries.
• Analyse operational trends, cohort performance, and customer lifecycle patterns to provide actionable recommendations for process improvements and efficiency gains.
• Support the development of customer health scoring models and early warning dashboards that surface at-risk accounts proactively.

Cross-Functional Collaboration:

• Partner closely with Customer Success, Sales, Finance, Accounting, Legal, Product, and Support teams to ensure operational alignment across the post-sale customer journey.
• Facilitate communication and handoff processes between Sales and CS at deal close, ensuring clean data transfer and customer onboarding readiness.
• Support special projects related to customer lifecycle operations, process redesign, system migrations, and CS platform implementations.
• Participate in operational reviews, QBRs, and continuous improvement initiatives; contribute to the RevOps roadmap for CS process maturity.
• Collaborate with the broader RevOps team to ensure CS data and processes are aligned with the overall revenue data model and reporting framework.

Requirements:

• 3 to 5 years of experience in Customer Success Operations, Revenue Operations, Sales Operations, Business Operations, or a related operational role.
• Hands-on experience working within Salesforce CRM (required); must be proficient in Salesforce administration tasks including reports, dashboards, Flows, custom objects, and platform configuration.
• Hands-on experience with Salesforce CPQ (required); must be proficient in quote creation, product configuration, pricing rules, discount schedules, approval workflows, and quote document generation.
• Experience in a B2B SaaS environment with recurring revenue models (subscriptions, renewals, expansion).
• Bachelor's degree in Business, Information Systems, Finance, or a related field (or equivalent practical experience).

Technical Skills:

• Strong Salesforce CRM proficiency (must-have): opportunity management, account/contact management, reports and dashboards, list views, and platform configuration (custom fields, page layouts, validation rules, record types, and permission sets).
• Strong Salesforce CPQ proficiency (must-have): quote creation and validation, product catalogue management, price books, pricing and discount rules, bundle configuration, approval workflows, and quote document templates.
• Intermediate to advanced Excel/Google Sheets skills: pivot tables, VLOOKUP/INDEX-MATCH, conditional formatting, data modelling.
• Familiarity with Customer Success platforms such as ChurnZero, Gainsight, or Totango.
• Experience building operational reports and dashboards; familiarity with BI tools (Tableau, Looker, Power BI) is a plus.
• Working knowledge of ticketing and collaboration tools such as Zendesk, JIRA, Confluence, Asana, or Monday.com .
• Understanding of SaaS metrics: GRR, NRR, ARR, churn rate, LTV, CAC, time to value, expansion revenue.
• Familiarity with data hygiene practices: deduplication, normalisation, enrichment, and audit processes.

Soft Skills and Competencies:

• Highly organised with exceptional attention to detail and a passion for data accuracy.
• Strong analytical and problem-solving capabilities, comfortable working with data and identifying trends.
• Excellent written and verbal communication skills; ability to document processes clearly and communicate across functions.
• Process-oriented but adaptable, comfortable working in environments where processes are still being defined or refined.
• Collaborative and service-oriented; you enjoy supporting internal stakeholders and making teams more effective.
• Ability to manage multiple priorities and deadlines in a fast-paced, dynamic environment.
• Self-motivated with a bias for action; you see operational gaps and take initiative to close them.