Customer Success Operations Engineer

About the Role

We're looking for a Customer Success Operations Specialist to build and run the operating engine behind our Customer Success organization — and to make AI tools and AI-driven workflows the core building block of how that engine works, not an add-on to it.

This isn't a traditional "reporting and process" ops role. You'll be expected to design CS workflows around AI from the ground up: using AI to synthesize customer signals, draft and route communications, automate health scoring and QBR prep, and surface insights that used to take a CSM hours to find. You'll partner closely with CS leadership to identify where AI can replace manual, repetitive work and where it should augment human judgment — then build, test, and own those workflows end to end.

This is a great fit for someone who's naturally curious about AI tooling (LLM-based assistants, automation platforms, AI features inside CRM/CS platforms), comfortable prototyping quickly, and excited to shape how a growing CS org operates in an AI-first way.

What You'll Do

AI-Driven Operations (Core Focus)

Design and own AI-powered workflows across the customer lifecycle — onboarding, health scoring, renewal risk detection, QBR prep, and escalation triage

Evaluate, pilot, and implement AI tools (e.g., AI features within Gainsight/Salesforce, LLM-based assistants, automation platforms like Zapier/Workato) to reduce manual work for CSMs

Build AI-assisted reporting and insight generation — using AI to summarize account activity, flag churn risk, and generate customer-facing or internal-facing drafts (renewal emails, QBR decks, health summaries)

Create and maintain prompt libraries, playbooks, and guardrails so AI tools are used consistently, accurately, and safely across the team

Continuously test new AI capabilities against real CS use cases and make recommendations on what to scale, adjust, or retire

Systems, Process & Reporting

Own and maintain the Customer Success tech stack (CRM, CS platform, automation/AI tools), including configuration, data hygiene, and integrations

Build and maintain dashboards that track health scores, renewals, churn/retention, NPS/CSAT, and the performance of AI-assisted workflows themselves

Design, document, and continuously improve CS workflows and playbooks with AI as the default first step, not a bolt-on

Partner with CS leadership to define and track key metrics (NRR, GRR, churn, time-to-value, AI-driven efficiency gains)

Support CS forecasting, capacity planning, and account segmentation as the customer base grows

Cross-Functional & Enablement

Act as the liaison between Customer Success, Sales, Product, and Data/IT on tooling, integrations, and AI adoption

Train and enable CSMs on new AI tools and workflows, and gather feedback to iterate quickly

Maintain data integrity across systems, since clean data is the foundation every AI workflow depends on

What We're Looking For

2–5 years of experience in Operations, Business Operations, Revenue Operations, Sales Operations, or Customer Success Operations (SaaS/tech environment preferred)

Genuine hands-on experience using AI tools in a work context — e.g., building workflows with LLM-based assistants, using AI features inside a CRM/CS platform, or automating tasks with AI-enabled platforms (Zapier, Workato, Make, etc.)

Comfort experimenting with new AI tools quickly, evaluating what works, and turning a rough idea into a repeatable workflow

Hands-on experience with a CRM (Salesforce or HubSpot) and, ideally, a Customer Success platform (Gainsight, Totango, ChurnZero, Vitally, or similar)

Strong analytical skills — comfortable building reports/dashboards and translating data into clear recommendations

Advanced Excel/Google Sheets skills; SQL experience is a plus

A process-improvement mindset — you naturally look for ways to make things faster, cleaner, and more scalable, with AI as your default lever

Strong project management skills and the ability to juggle multiple workstreams independently

Excellent written and verbal communication skills; comfortable working cross-functionally with Sales, Product, Data/IT, and CS leadership

A high level of ownership, curiosity, and attention to detail

Nice to Have

Experience building or configuring AI agents, custom GPTs, or automation flows for a business function

Familiarity with prompt engineering basics and AI governance/guardrails in a business setting

Experience with BI/visualization tools (Tableau, Looker, Power BI)

Familiarity with customer health scoring models and renewal/forecasting methodologies

Experience supporting a Customer Success org through a period of growth or scaling

Base Salary Range:

Base Pay Range

$128,000—$134,000 USD