Customer Success Data & Operations Associate - Remote Eligible

Customer Success Data & Operations Associate

As a Customer Success Data & Operations Associate, you will play a critical role in driving operational excellence across our Customer Success team. You'll ensure data accuracy, streamline CS workflows, and support systems that enable our teams to deliver exceptional service at scale.

This role will work closely with and support the Sr. CS Strategy and Operations Manager to execute strategic initiatives, automate processes, and optimize the team's use of tools and data. You'll be instrumental in helping the CS team focus on delivering value to customers by removing friction from day-to-day operations.

You will manage CS tool administration (e.g., Gainsight, Salesforce), generate reporting, perform data updates, and maintain documentation for standard workflows. You will also serve as a key point of real-time support for CS teams, ensuring continuity for our customer-facing operations.

This is an exciting opportunity to shape the operational backbone of a high-growth Customer Success organization.

Responsibilities:

• Support CS Operations: Partner with the Senior CS Operations Manager to execute projects, troubleshoot workflow issues, and analyze data to support strategic decisions.
• Support GTM Data Needs: Respond to ad-hoc analytics and data ticket requests from CS and other GTM teams, delivering timely, accurate insights to inform decision-making.
• Documentation: Create and maintain documentation for processes, procedures, and best practices.
• Real-Time Team Support: Be available during EST hours to provide in-the-moment operations support for CS team members across time zones.

Must-Have Qualifications:

• Proficiency in SQL to write queries from scratch; adapt existing queries; pull out & aggregate data from Salesforce as a CRM; & troubleshoot queries independently.
• Required proficiency in advanced Microsoft Excel, including pivot tables and data modeling.
• Proficiency in Salesforce CRM (preferred) or comparable CRM.
• Proven ability to multitask and manage multiple workstreams.
• Strong attention to detail, analytical skills, and ability to proactively solve problems.
• Comfort working in EST time zones to support regional CS teams.