Customer Success Operations Lead, Doxel

• 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

Desirable

• You will be joining Doxel’s Customer Success organization as the founding Customer Success Operations Lead, responsible for designing and building the systems that power customer outcomes at scale
• Doxel is transforming how complex construction projects are executed by giving project teams real-time insight into production and progress. As our customer base grows across North America, EMEA and APAC, our Customer Success organization is evolving into a global team responsible for supporting some of the largest construction projects in the world
• To support that growth, we are investing in the operational systems that allow Customer Success to scale with the same precision, reliability, and rigor that our customers expect on their job sites
• In this role, you will take the Customer Success Operating System to the next level: integrating Planhat, Snowflake, Salesforce, Sigma, and other internal tools to enable lifecycle automation, customer intelligence, and scalable workflows
• You will work closely with Customer Success, Product, Data, and Engineering teams to ensure that customer insights, engagement signals, and operational workflows are connected and actionable
• Most importantly, you will build the infrastructure that enables Doxel’s global Customer Success organization to deliver value faster, detect expansion opportunities earlier, and support predictable growth
• This role is flexible to Remote or hybrid onsite in Menlo Park
• 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
• What Success Looks Like:
• The Customer Success organization operates on a reliable and scalable data foundation, with unified visibility into customer health, lifecycle stage, and expansion signals
• Customer engagement is proactive, personalized, and data-driven, with targeted campaigns that improve adoption, satisfaction, and long-term retention
• Customer lifecycle workflows are automated and consistently executed, enabling CS teams to take the right actions at the right time
• Customer dashboards provide clear and actionable insight into adoption, performance, and value delivered to project teams
• Internal systems enable predictable expansion and renewal outcomes, supported by clear signals and operational workflows
• Customer Success teams spend more time working directly with customers and less time on manual operational and administrative work
• Doxel’s CS organization is equipped with the operational infrastructure required to support a rapidly growing global customer base