Support a team of Customer Success Managers with day-to-day operational execution
Prepare materials for customer meetings, QBRs, and executive reviews
Build and maintain customer account documentation, notes, and records
Track customer action items and ensure follow-through
Prepare agendas, presentations, and supporting documentation for customer meetings
Capture and distribute meeting notes with clear action items and owners
Maintain organized customer communication records
Coordinate internal and external meeting scheduling
Track licensing renewals, contract milestones, and expiration dates
Support renewal workflows and follow-up activities
Coordinate with procurement, finance, and engineering teams to ensure accurate renewal execution
Maintain renewal tracking dashboards and reporting
Maintain customer health data, dashboards, and reporting
Track KPIs including backlog, ticket volume, escalations, renewals, and account status
Ensure CRM and internal systems remain accurate and up to date
Produce weekly and monthly reporting for CSM leadership
Execute existing Customer Success playbooks and workflows
Identify process gaps and recommend improvements
Help scale and standardize customer success operations as the company grows

Requirements

2+ years of experience in customer success operations, account operations, or sales operations
Experience in a technology, MSP, SaaS, or cybersecurity environment preferred
Strong proficiency with CRM systems, ticketing platforms, and reporting tools
Excellent written and verbal communication skills
Strong organizational and documentation skills
Advanced proficiency with Excel, PowerPoint, and collaboration tools

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer success operationsaccount operationssales operationsreportingKPI trackingprocess improvement

Soft Skills

communicationorganizational skillsdocumentation skills