Customer Success Operations Specialist

Insightsoftware; United States; Remote; USD 65,000 - 81,000; Full time

Job summary

insightsoftware is seeking a collaborative, data-driven professional to optimize Customer Success processes and operations across the customer lifecycle. You will partner with CS leadership and Digital Success to remove bottlenecks, improve efficiency, and drive adoption of process improvements that enable the CS team to deliver stronger customer outcomes.

The role involves analyzing data from Salesforce, Gong, and other systems, designing scalable workflows, and maintaining comprehensive

Qualifications

• 1-3 years experience in a business analytical role, ideally in Business Operations/Sales Operations/Customer Success Operations
• Strong business acumen and interpersonal skills
• Familiarity with Customer Success operations, KPIs, and processes
• Salesforce experience (required)
• Superb Excel skills
• Highly analytical and data driven
• Strong project management skills; organized, collaborative, and effective problem solver
• Proactive, resourceful, and adaptable; thrives in autonomous, evolving environments
• Nice-to-have: experience with Salesforce CPQ, Gong, CSPs, and other tools

Responsibilities

• Help design and implement improvements to streamline operations; reduce friction and free up CSM time for customer-facing activities
• Maintain process documentation and ensure it stays current
• Support the development, documentation, and management of core CS business processes (forecasting, renewal inspection and management, operating rhythm)
• Identify renewal health, expansion opportunities, and churn risks through data analysis
• Pull data from Salesforce, Gong, and other systems to surface insights on CSM activity and customer engagement
• Collaborate with CS leadership to identify gaps in metrics and reporting
• Enhance source systems (Salesforce) to enable data capture and meaningful extraction
• Coordinate CS operational initiatives (process improvements, tools, retention programs, reference programs)
• Support measurement and iteration of initiatives; track KPIs against defined metrics
• Coordinate across CS leadership, Digital Success, Product, Sales and other functions for alignment on initiatives

Skills

Analytical

Detail orientation

Collaboration

Communication

Drive & discipline

Integrity

Mental agility

Tools

Salesforce

Gong

Customer Success Platforms

Salesforce CPQ

Excel

Job description

insightsoftware is seeking a collaborative, data-driven professional to optimize Customer Success processes and operations across the customer lifecycle. You will partner with CS leadership and Digital Success to remove bottlenecks, improve efficiency, and drive adoption of process improvements that enable the CS team to deliver stronger customer outcomes.

The role involves analyzing data from Salesforce, Gong, and other systems, designing scalable workflows, and maintaining comprehensive