Customer Success Operations Specialist

What you’ll do

• Meet with Product at the end of each sprint to understand what has been completed, when it will be released, and which customers will benefit
• Translate release notes into practical training for CS and Support, including feature demonstrations, customer use cases, talking points, and answers to likely questions
• Help Customer Success Managers (CSMs) explain the value of new features and identify opportunities to introduce them to existing customers
• Monitor questions from CSMs and customer admins to spot knowledge gaps, then develop group training, individual coaching, or resources to address them
• Regularly review and verify internal documentation in Guru so customer-facing teams can rely on it
• Plan and manage communications to drivers, admins, and customer contacts, using Mailchimp to reach the right audiences with clear, timely information
• Demonstrate new features to existing customers through webinars or other training sessions, and answer questions about how to use them
• Partner with Product Marketing to create customer enablement materials, including emails, webinars, guides, and certifications
• Share customer insights with Product Marketing to help shape customer campaigns, then brief the CS team on upcoming campaigns and how they can use them in customer conversations
• Work with the Implementation Specialist to develop live and self-serve training, using tools such as Loom and Navattic where appropriate
• Work with Support to identify ticket trends by program type, customer segment, and account, and translate those trends into useful insights for CS and Product
• Bring recurring customer questions, feedback, and adoption barriers to Product as a trusted voice of the customer
• Turn repeated questions into practical resources, such as videos, guides, and one-pagers, and improve those resources based on how teams and customers use them

What you bring

• 3–5 years of experience in Customer Success Operations, customer enablement, customer education, or a related role
• The ability to learn a product in depth and explain complex features in clear, useful language for internal teams and customers
• Experience developing and delivering training, product demonstrations, and written enablement materials
• Hands-on experience with Mailchimp or a similar platform for building, segmenting, and sending customer communications
• Strong writing, facilitation, and project management skills, with the ability to coordinate work across several teams
• Comfort using customer feedback, support trends, and recurring questions to decide where training or documentation is needed
• Experience with knowledge and training tools such as Guru, Loom, or Navattic is an asset
• Hands-on experience with Customer Success and Support tools such as Gainsight, Zendesk, and HubSpot is an asset