Customer Success Ops

Job description

ABOUT THE COMPANY A bootstrapped, US-based B2B SaaS company in the earned-media / digital-PR space. Their platform helps brands place stories on major publisher wires so those brands surface as the authority when buyers search and when AI answers questions. They pivoted from a services model to pure SaaS in 2024 and now sell packaged, tiered, annual subscriptions. Small, frugal, and moving fast. THE ROLE This is a customer operations role that is really RevOps wearing a CS jacket. The post-sale org runs on spreadsheets and a patchwork of HubSpot, and leadership needs the customer data to go from roughly 75% trusted to 95% trusted. You will be the operational right hand to the Sr. Director of GTM Operations, owning the systems, data, and reporting that let the Account Management team retain and grow revenue. Your first six months are about execution and data integrity: deal-desk hygiene, clean contract and renewal data, and the inputs behind health scoring. You are not setting strategy, you are making it real. Over time you earn the room to shape the health-score model and influence CS tooling decisions. You report to the Sr. Director of GTM Operations and work day to day as an extension of the AM team. WHAT YOU'LL OWN - Take HubSpot data confidence from roughly 75% to 95%, and clearly document the 5% of edge cases (early renewals, incremental splits) that HubSpot cannot cleanly hold, and why - Standardize the AM motion from proposal through signed contract, and build clean visibility across deal stages and who owns what - Audit and maintain customer, contract, renewal, and expansion data across HubSpot and PandaDoc so forecasting is trustworthy - Build and maintain the inputs behind the customer health score, partnering with leadership to shape the model (you own the inputs, leadership owns the score) - Stand up basic ticketing visibility by capturing requests out of Slack using the internal AI (LVX), so AM work stops disappearing into DMs - Build the cohort reporting leadership actually wants: expansion vs contraction by industry, company size, and persona - Own the customer operations documentation library (SOPs, playbooks, process maps, governance) and make it the source of truth for the Accounts org WHAT WE'RE LOOKING FOR - 2 to 4+ years supporting Customer Operations, CS Ops, RevOps, or Renewal Operations at a B2B SaaS company - Strong business acumen: you can sit in an executive meeting on NRR, GRR, dollar renewal rate, and logo retention, understand why leadership obsesses over them, and translate that into clean reporting. This is the real bar for the role. - Hands-on HubSpot: you own the data, build workflows, manage custom properties and deal stages, and troubleshoot without hand-holding (sophisticated reporting is not required) - Genuine ownership and curiosity: you solve unfamiliar problems independently and know when to escalate versus freelance strategy - You use an AI thought partner (Claude or GPT) every day to do the job better - Strong written communication and near-fluent English for executive-level conversations - Available 9-6pm EST NICE TO HAVE - HubSpot Service Hub Software Certification (can be completed during the interview process; it is a signal, not a gate) - Experience administering a CS platform such as ChurnZero or Planhat, with a point of view on which fits best as the company scales - Familiarity with Make, Clay, or ClickUp (all learnable here; curiosity and ownership matter more than tool proficiency) - Experience building customer health scoring or segmentation frameworks TOOLS AND STACK HubSpot, PandaDoc, Slack, ClickUp, LVX (internal AI), Claude or GPT. Make and Clay are a plus. DETAILS - Location: Remote, Latin America - Time Zone: US EST overlap required, available until 3 PM EST - Compensation: $40,000 - $45,000/year - Type: Full-time - Start: Target late September / early October 2026; the right person starts as soon as they can