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Customer Success Operations Lead

1 month ago
United States
Full-time
Lead
Sales Operations
Customer and Technical Support
Looker Salesforce Snowflake SQL
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Doxel

Doxel

Doxel revolutionizes construction progress tracking with AI and machine learning, providing executives with actionable insights and simplifying field operations.

Construction & Engineering
51-250
Founded 2016
$56M raised
View All Jobs 11

Description

  • Design, extend, and scale the Customer Success operating infrastructure across Planhat, Snowflake, Salesforce, and BI systems.
  • Build lifecycle automation, customer intelligence, and scalable workflows to support onboarding, adoption, expansion, and renewal.
  • Design and execute data-driven customer engagement campaigns to improve adoption, satisfaction, retention, and expansion readiness.
  • Use product usage and telemetry data to create signals that trigger customer engagement, lifecycle workflows, and risk alerts.
  • Build and maintain customer data pipelines and integrations across product telemetry, CRM, CS platforms, and analytics systems.
  • Develop internal dashboards and analytics tools in Sigma to monitor adoption, lifecycle progress, and customer value delivered.
  • Create and maintain Planhat workflows, task automation, lifecycle triggers, and communication sequences for CSM actions.
  • Partner with Data, Analytics, Product, and Engineering teams on reporting, exploratory analysis, and process improvement.
  • Identify gaps where automation or AI can improve scale and build solutions when commercial tooling is unavailable.
  • Continuously improve the reliability, scalability, and efficiency of the Customer Success data and tooling ecosystem.

Requirements

  • 5+ years of experience in Customer Success Operations, Revenue Operations, or Data Operations in a SaaS environment.
  • Experience designing and/or scaling a Customer Success operating system or similar go-to-market infrastructure.
  • Hands-on experience administering and building workflows in Planhat.
  • Strong technical experience with data warehouses such as Snowflake, BI tools such as Sigma or Looker, and customer success platforms.
  • Proficiency in SQL and data modeling.
  • Experience integrating multiple data sources into operational systems.
  • Experience working with data integrations and APIs between operational systems and analytics infrastructure.
  • Strong analytical ability to translate data into actionable operational improvements.
  • Experience building scalable operational infrastructure in a fast-growing startup environment.
  • Comfort operating in ambiguity and evolving early-stage systems into scalable infrastructure.
  • Strong collaboration skills across Customer Success, Product, Engineering, and Data teams.
  • Builder mindset with ownership of complex operational systems.
  • Preferred: experience designing workflow automation and lifecycle systems within CS or GTM organizations.
  • Preferred: experience building segmented or personalized customer engagement campaigns using lifecycle data and automation tools.
  • Preferred: experience with reverse ETL tools or customer data pipelines.
  • Preferred: experience leveraging AI or automation tools to improve operational efficiency or workflow scale.

Benefits

  • Competitive base salary of $120,000 - $145,000 per year.
  • Equity package.
  • Remote-first culture for most roles, with optional hybrid onsite in Menlo Park.
  • Comprehensive health insurance covering medical, dental, and vision.
  • Home office setup stipend.
  • Monthly allowance for cell phone and internet.
  • Flexible PTO.
  • Generous company holiday policy and unlimited sick days.

Interested in this position?

Apply directly on the company website

Apply Now

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