Senior Customer Success Operations

📋 Description

• • As the Senior Customer Success Operations, you will be the pivotal operational backbone at Filigran, seamlessly integrating our advanced tools, refined processes, and cutting-edge AI strategy into a high-performance engine designed to elevate customer success. Your primary mission is to empower every team member, amplify the value of each customer interaction, and foster enhanced customer satisfaction and loyalty. This role demands ownership of the entire Customer Success tooling stack, encompassing the design of sophisticated automations, the development of intelligent AI agents, the extraction of actionable insights from complex data sets, and the continuous refinement of the systems that underpin our customer onboarding, support, and growth initiatives. You will operate at the dynamic intersection of operations, technology, and customer experience, with a pronounced emphasis on leveraging artificial intelligence to scale our impact and drive unparalleled customer value.
• • In the realm of Tooling and Automation, you will take full ownership and drive the optimization of the Customer Success tooling stack. This includes a deep focus on Jira, where you will manage support workflows, meticulously track SLAs, oversee escalation management, and implement robust automation rules. Concurrently, you will master Planhat, ensuring its effective use for customer health monitoring, segmentation, success plan development, and the management of the customer portal. A key responsibility will be the design and implementation of cross-tool automations, meticulously crafted to eliminate manual tasks, significantly reduce response times, and guarantee unwavering data consistency across all integrated platforms. Furthermore, you will architect and build essential integrations and workflows that create a cohesive operational layer, connecting critical systems such as Jira, Planhat, Notion, and HubSpot. Your analytical prowess will be crucial in extracting maximum value from existing data, leading to the development of insightful dashboards, comprehensive reports, and proactive alerts that deliver the right information to CSMs, CSEs, and CPAs precisely when they need it.
• • Within the domain of AI Usage, you will be instrumental in refining and optimizing the application of artificial intelligence within Customer Success. This involves identifying strategic areas where AI can generate the most significant leverage across our operational landscape and customer touchpoints. You will develop and continuously improve AI agents, integrating the latest innovations to provide robust support for internal teams through automated triage, efficient knowledge retrieval, and concise briefing generation, as well as enhancing customer support with AI-driven solutions. A critical aspect of this role is staying abreast of the rapidly evolving AI capabilities, proactively proposing and implementing new use cases that demonstrably improve operational efficiency and elevate customer satisfaction.
• • In Operations and Continuous Improvement, you will coordinate and enhance the processes that govern interactions between Customer Success and other vital teams, including Product, Engineering, and Sales, ensuring seamless handoffs and consistent, high-quality service delivery. You will be responsible for structuring and standardizing our service delivery methodologies, making our operations more repeatable, measurable, and scalable. A core function will be the diligent monitoring of key operational KPIs, such as response times, resolution rates, and customer health trends, and leveraging this data to drive targeted improvements. You will implement a comprehensive Customer Satisfaction touch-point program, systematically surveying customers at critical junctures throughout their journey. Crucially, you will champion a pervasive culture of continuous improvement, ensuring that every tool, every automation, and every process is systematically enhanced over time.
• • The team at Filigran is at the forefront of revolutionizing cyber threat management with a proactive, open-source approach. Founded in October 2022, the company has rapidly gained trust, with its solutions now utilized by over 6,000 public and private organizations globally. This role offers a unique opportunity to be a foundational member of a fast-growing, fully remote, global company that is building innovative cybersecurity solutions increasingly powered by AI. You will report directly to the VP of Customer Success, acting as the key operational and technical enabler for the entire CS department. You will collaborate daily with CS Leadership, understanding their challenges and developing solutions to enhance their effectiveness. Close collaboration with the Product team on internal process automation and feedback loops, and coordination with Sales/Revenue teams to ensure seamless data flows and handoffs, will be integral to your success. Essentially, you will serve as the vital bridge between the team's evolving needs and the technology that empowers them.
• • In this role, you will gain invaluable experience in optimizing complex SaaS operational stacks, mastering advanced automation techniques, and becoming an expert in the practical application of AI within a customer success context. You will have the opportunity to shape and scale critical operational processes for a rapidly growing cybersecurity company, directly impacting customer satisfaction and retention. The role provides a unique platform to develop deep expertise in customer success platforms, CRM systems, and the integration of AI agents, positioning you as a leader in the evolving field of Customer Success Operations. You will achieve tangible results by making teams more efficient, customer interactions more valuable, and contributing directly to customer loyalty and company growth.