Design, extend, and scale the Customer Success operating infrastructure, integrating Planhat, Snowflake, Salesforce, and BI systems to support lifecycle automation and customer intelligence
Design and execute personalized, data-driven customer engagement campaigns in Planhat, leveraging customer data and lifecycle signals to improve adoption, satisfaction, and retention
Leverage product usage and telemetry data to build signals that drive lifecycle workflows, customer engagement, and expansion identification
Build and maintain customer data pipelines and integrations across product telemetry, CRM, and CS engagement platforms
Develop internal customer dashboards and analytics tools in Sigma to help teams monitor adoption, lifecycle progress, and expansion readiness
Create and maintain Planhat workflows, task automation, and lifecycle triggers that guide CSM actions throughout onboarding, adoption, expansion, and renewal stages
Build automated customer communication programs and sequencing in Planhat to scale proactive engagement and lifecycle messaging
Design systems that flag lifecycle milestones and risks, ensuring CS teams take the right action at the right moment
Build and maintain data enrichment pipelines across multiple internal data sources to improve customer visibility and analytics
Partner with the Data and Analytics teams to support exploratory analysis, operational reporting, and process improvement initiatives
Identify operational gaps where automation or AI can improve scale and build solutions when commercial tooling does not yet exist
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 GTM infrastructure
Hands-on experience administering and building workflows in Planhat
Strong technical experience working with data warehouses (Snowflake), BI tools (Sigma, Looker, or similar), and CS platforms
Experience working within existing systems and constraints, improving and scaling operational infrastructure.
Proficiency in SQL and data modeling with experience integrating multiple data sources into operational systems
Experience working with or supporting data integrations and APIs between operational systems and analytics infrastructure
Strong analytical instincts with the ability to translate data into actionable operational improvements
Experience building scalable operational infrastructure in fast-growing startup environments
Comfortable operating with ambiguity and evolving systems from early foundations into scalable infrastructure
Strong collaboration skills working across Customer Success, Product, Engineering, and Data teams
A builder mindset and the ability to take ownership of complex operational systems

Benefits

Competitive Base Salary + Equity Package
Remote first culture (for most roles)
Comprehensive Health Insurance (Medical, Dental, Vision)
Home office setup stipend
Monthly allowance for cell phone and internet
Flexible PTO, generous company holiday policy, and unlimited sick days

Applicant Tracking System Keywords

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

Hard Skills & Tools

SQLdata modelingdata integrationworkflow automationcustomer data pipelineslifecycle automationcustomer engagement campaignsdata enrichmenttelemetry data analysisoperational reporting

Soft Skills

analytical instinctscollaborationownershipadaptabilityproblem-solvingcommunicationcustomer focusscalability mindsetcreativitystrategic thinking