Customer Operations Specialist (RevOps)

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.