Senior Customer Success Administrator

About the Role

As a Senior Customer Success Administrator, you will own the operational backbone of our global renewals and customer success processes while acting as the team lead for the Customer Success Administrator team. You will set standards, mentor and guide administrators across regions, and drive the adoption of Salesforce and AI-enabled tooling to make our customer success operations faster, more accurate, and more scalable.

Candidate Requirements & Qualifications

Experience:

5-8 years of experience in a customer success, administrative, or operations role within a SaaS, technology, or enterprise software environment.

Proven experience owning end-to-end contract renewals, managing customer accounts, and optimizing business processes across multiple regions.

Decent hands-on experience handling RFPs, RFQs, and RFIs, including coordinating responses, compiling commercial and contractual information, and meeting submission deadlines.

1-2+ years of experience leading, mentoring, or coordinating a team (formal people management or team lead experience preferred).

Technical & Analytical Skills:

Advanced proficiency in Salesforce (reports, dashboards, opportunity and renewal management, data quality controls); experience with HubSpot or similar CRM platforms is a plus.

Hands-on experience with workflow automation tools and data analytics platforms.

Strong ability to analyze data, generate reports, and translate insights into actionable recommendations for leadership.

Experience with multi-currency data and global reporting is an advantage.

Certifications & AI Exposure (Preferred, Not Mandatory):

Salesforce certification (e.g., Salesforce Certified Administrator, Advanced Administrator, or Platform App Builder) is highly desirable.

Exposure to, or certification in, AI tools (e.g., Claude, ChatGPT, Microsoft Copilot, Salesforce Einstein / Agentforce) and their practical application in reporting, automation, and customer success workflows.

Curiosity and willingness to pilot new AI-enabled ways of working and help the team adopt them.

Communication & Collaboration:

Excellent verbal and written communication skills, with the ability to engage effectively across global teams, senior leadership, and customer stakeholders.

Strong interpersonal skills to build and maintain professional relationships across different cultures and business functions.

Problem-Solving & Decision-Making:

Ability to think strategically and execute solutions that enhance customer experience and operational efficiency.

Proactive approach to identifying challenges, escalating risks early, and implementing effective resolutions.

Dependability & Adaptability:

Self-motivated, proactive, and able to work independently and make decisions with minimal supervision.

Comfortable in a fast-paced, dynamic environment with evolving priorities, and able to keep the team focused through change.

Key Responsibilities

Mentor, coach, and train administrators; support onboarding of new hires and build team capability in Salesforce and AI tools.

Act as the first point of escalation for the team and as backup cover for critical renewal and administrative activities.

Coordinate and manage responses to customer RFPs, RFQs, and RFIs, working with CSMs, legal, finance, product, and technical teams to deliver complete, accurate, and on-time submissions.

Maintain a library of standard responses, company information, compliance documents, and pricing inputs to speed up future submissions.

Track RFP/RFQ timelines, clarification questions, and outcomes, and share lessons learned to improve win rates.

Customer Renewals & Contract Management:

Own and oversee the renewal process by generating, reviewing, and revising renewal quotes, ensuring alignment with contractual terms and customer needs.

Review and approve renewal work prepared by the team to ensure accuracy and compliance.

Collaborate with legal, finance, and sales teams to manage contract amendments and term negotiations, including complex and high-value renewals.

Data Accuracy & CRM Management:

Own data integrity standards in Salesforce, leading proactive data audits, validation processes, and remediation of data quality issues.

Utilize CRM systems (e.g., Salesforce, HubSpot) to track customer interactions, update records, and build reports and dashboards that provide data-driven insights to support decision-making.

Cross-Regional Collaboration & Stakeholder Engagement:

Serve as a strategic partner to Customer Success Managers and regional heads across different geographies, ensuring consistent service delivery and adherence to global best practices.

Act as a liaison between regional teams and senior leadership, providing reports, team performance updates, and recommendations to enhance customer success strategies.

Process Optimization, Automation & AI Enablement:

Identify inefficiencies in customer success workflows and lead process improvements to enhance operational effectiveness.

Leverage automation and AI tools to streamline administrative tasks, including customer engagement campaigns, renewal reminders, risk flagging, and reporting dashboards.

Champion the adoption of AI-enabled tools within the team, documenting use cases, best practices, and guardrails.

Quarterly Business Review (QBR) Coordination:

Provide assistance in planning and execution of QBR meetings, ensuring all stakeholders are aligned and materials are prepared in a timely manner.

Analyze customer data to generate insights that inform QBR discussions and strategic recommendations.

Customer Documentation & Compliance Management:

Ensure timely processing and storage of key customer documents, including EULAs, invoices, and compliance certificates.

Maintain and enforce adherence to company and industry standards for document management and confidentiality across the team.