Customer Success Operations Specialist

About the role

In this role you’ll:

• Maintain the integrity of customer data across our CRM and Customer Success platform—keeping account records, contacts, portfolio assignments, and lifecycle stages accurate and up to date.
• Build and maintain customer health scores, dashboards, and recurring reports that give CSMs and leadership a clear view of account performance, renewals, and risk.
• Own portfolio and book-of-business administration—segmenting accounts, balancing CSM workloads, and processing account assignments and re-assignments.
• Track renewal timelines, churn signals, and expansion opportunities, surfacing at-risk and high-potential accounts to the team through proactive alerts.
• Prepare data, decks, and account summaries to support CSMs ahead of business reviews and planning discussions with key stakeholders.
• Administer and optimize the Customer Success tech stack—configuring workflows, building automations, and reducing manual effort wherever possible.
• Triage, route, and resolve day-to-day operational requests from the CS team, ensuring nothing falls through the cracks.
• Support smooth handoffs between Sales, Onboarding Specialists, and CSMs so accounts transition cleanly through onboarding and into ongoing management.
• Document processes, playbooks, and standard operating procedures to create consistency across the team.
• Partner cross-departmentally to share data and "voice of the customer" insights, helping improve the overall customer experience.

What we are looking for

• 1-3+ years of experience in operations, analyst, account management, support, project coordination, or an equivalent role
• Strong organizational skills with exceptional attention to detail and follow-through
• Comfort working with data—pulling reports, spotting trends, and translating numbers into clear takeaways
• Hands-on experience with a CRM and/or spreadsheets (Google Sheets, Excel) to manage and analyze information
• Clear oral and written communication skills, with the ability to explain processes and findings to a range of audiences
• A process-minded approach—you naturally look for ways to streamline, document, and improve how work gets done
• Do the right thing, lead by your personal integrity
• Truly customer-focused, thinking about how your work improves the customer experience
• Go above and beyond—adapt and be flexible in your thinking and processes
• Love team collaboration, knowledge sharing, and aren't afraid to learn

Bonus points if

• Experience using tools such as Checkfront, Rezdy, Google Apps, Zendesk, JIRA, or HubSpot
• Familiarity with Customer Success platforms (e.g., Gainsight, Vitally, ChurnZero, Catalyst)
• Experience building dashboards or reports in BI tools (e.g., Looker, Tableau, Power BI)
• Advanced spreadsheet skills, light SQL, or experience with automation/no-code tools
• Interest or experience in working with the tourism, travel, or SaaS industries
• Experience in a customer success, operations, or revenue operations role