Customer Success Operations Specialist

📋 Description

• • As a Customer Success Operations Specialist at DevSavant, you will be a pivotal technical owner within our Revenue Operations (RevOps) team, driving predictable revenue growth, enhancing operational efficiency, and elevating the overall customer experience.
• • This role is specifically designed for an individual who thrives on managing and optimizing the post-sales technology ecosystem, with a primary focus on PlanHat (our Customer Success Platform) and Skilljar (our Learning Management System).
• • You will not merely be a support function; instead, you will collaborate closely with the VP of Customer Success to meticulously define and operationalize the metrics and indicators of a "Healthy Customer."
• • A significant aspect of your responsibility will involve close partnership with the Data Operations team to ensure data integrity, cleanliness, and seamless integration into our broader client data strategy, enabling actionable insights.
• • *PlanHat Administration & CS Strategy:**
• • **System Ownership:** You will serve as the primary administrator for PlanHat, taking full responsibility for managing user roles, permissions, and ensuring the overall health, performance, and security of the platform.
• • **Data Integration & Integrity:** You will be instrumental in managing and monitoring data synchronization between PlanHat, our CRM (e.g., Salesforce), and other critical internal databases. This includes proactively partnering with the Data Ops team to troubleshoot any sync errors, identify root causes, and ensure a comprehensive, 360-degree view of each customer.
• • **Workflow & Automation Design:** You will architect, build, and maintain complex "Playbooks" and automated workflows within PlanHat. These will be designed to trigger dynamically based on specific customer behaviors, lifecycle stages, or key performance indicators, enabling proactive and timely engagement.
• • **Operations Management:** Beyond building new automations, you will be responsible for the ongoing operational management of existing workflows, including continuous monitoring, maintenance, and timely repair to ensure their effectiveness and reliability.
• • **Lifecycle Communications:** You will design and manage automated email notifications, in-app messages, and customer health alerts. These communications will be strategically timed to drive proactive engagement, reduce churn, and foster customer loyalty.
• • **Dashboards & Analytics:** You will create sophisticated custom views and executive-level dashboards within PlanHat. These will provide critical insights into Portfolio Health, Net Revenue Retention (NRR), Customer Health Scores, and the productivity and effectiveness of Customer Success Managers.
• • **Feature Adoption & Enhancement:** You will collaborate with various stakeholders, including Product, Sales, and Customer Success teams, to architect, design, and enable new features within PlanHat. This includes managing the rollout process to end-users, ensuring successful adoption and maximum value realization.
• • **Service Request Management:** You will act as a key point of contact for service requests from different teams seeking to add new capabilities or enhancements to PlanHat. This involves planning, prioritizing, and executing both minor enhancements, regular operational needs, and long-term architectural changes in collaboration with stakeholders.
• • *Skilljar & Learning Management (LMS) Administration:**
• • **Platform Leadership:** You will assume full ownership of the Skilljar LMS platform, ensuring it is optimally configured and utilized for both internal employee enablement and external customer training initiatives.
• • **Course Architecture & Content Management:** You will lead the technical aspects of creating, organizing, and uploading new LMS courses. This involves partnering with subject matter experts (SMEs) to ensure content is logically sequenced, technically sound, and effectively tagged for discoverability.
• • **Certification & Reporting:** You will build and analyze comprehensive reports on course completion rates, assessment scores, learner engagement, and the overall training ROI. This data will be crucial for demonstrating the value of educational programs.
• • **Cross-Platform Analytics & Impact Measurement:** You will work closely with the Data Operations team to correlate LMS completion data with PlanHat health scores and other customer success metrics. The goal is to quantitatively prove the direct impact of customer education and enablement on retention, expansion, and overall customer lifetime value.
• • *Who You Are:**
• • **A Systems Thinker:** You possess a deep understanding of how interconnected systems operate. You can foresee how a change in the LMS might impact the CS platform, and how both ultimately influence the company's bottom line.
• • **Data-Fluent:** You go beyond simply pulling reports. You have a knack for uncovering the "why" behind the numbers, adeptly translating data into actionable insights and speaking fluently in both the language of Data Operations and Customer Success.
• • **Execution-Oriented "Builder":** You have a proactive "builder" mindset, enjoying the challenge of taking messy, manual processes and transforming them into streamlined, automated, and efficient workflows.
• • **Systems Administration Expertise:** You have hands-on experience administering key platforms within the customer success and learning management technology stack.
• • **Cross-Functional Collaboration Skills:** You excel at understanding the nuanced needs of different teams, particularly Customer Success, and translating those needs into clear, outcome-based user stories and technical requirements.
• • **Remote Work Proficiency:** You are a self-starter, disciplined, and capable of driving your own work forward in a 100% remote environment, communicating with clarity and purpose.
• • **Ownership Mentality:** You approach your work with a sense of ownership, taking accountability for delivering results and acting with autonomy.
• • **Human-Centric Approach:** You enjoy collaborating, sharing ideas, and fostering a positive and fun team environment, even when working remotely.