Customer Success Operations Manager, Corsearch

• Platform Expertise: Proven experience as a Power User or Admin in Planhat (strongly preferred) or Gainsight/ChurnZero. You must understand backend configuration, not just front-end navigation
• Excel Mastery: You are a "power user" of Excel. You must be highly proficient in VLOOKUPs, Pivot Tables, and complex formulas (expect a live assessment)
• CRM Knowledge: Solid experience with Salesforce (SFDC) and how it integrates with CS platforms
• Data Literacy: A deep understanding of data attribution, relational databases, and (ideally) basic SQL

Desirable

• We are looking for a hands-on, technically-minded Customer Success Systems Architect to take full ownership of our Planhat environment. Our current setup needs a total "under-the-hood" overhaul to fix data integrity issues and scythe onlale for 900+ users
• This is not a generalist success role; we need a system "builder" who understands back-end architecture, data flows, and complex integrations. You will be responsible for transforming our CS platform from a "data dump" into a high-performance engine that drives actionable insights and operational excellence across the entire post-sales journey
• System Ownership: Serve as the primary "Product Owner" for Planhat. You aren't just an end-user; you are the architect responsible for stability, accuracy, and scalability
• Backend Configuration: Build and maintain backend settings, including API integrations, data feeds, custom fields, user roles, and complex automation rules
• Workflow Design: Build and optimize playbooks and "Rules of Engagement" that reduce manual work and eliminate the team's dependency on offline spreadsheets
• Actionable Reporting: Help implement a new health score logic and build dashboards that turn raw data into specific actions for the CS team
• System Cleanup: Lead the initiative to fix our current "rubbish data" by auditing existing structures and implementing strict data standards
• Cross-Functional Sync: Work closely with RevOps and Finance to ensure Planhat and Salesforce (SFDC) sync seamlessly in real-time
• Proactive Health Monitoring: Establish automated processes to monitor data health and resolve gaps before they impact reporting
• End-to-End Delivery: Drive projects from definition to execution. You must be able to define the outcome, build the backend logic, automate the process, and train the end-users
• Independent Execution: Work with minimal supervision. We need a "self-starter" who provides solutions and updates, not one who waits for a checklist of tasks
• Documentation: Create and maintain the "source of truth" documentation for all system processes and playbooks