Customer Success Operations Specialist, Lambda

• This role is perfect for someone who is equal parts builder, analyst, and collaborator—someone who sees inefficiencies as opportunities and thrives on making complex things simple
• 4-7 years experience in Customer Success / Revenue / Business Operations role at a SaaS, Cloud, or AI infrastructure company
• Strong hands-on experience with Customer Success tools, especially those in the Lambda tech stack (Salesforce, Zendesk, Notion, Tableau, Zapier, Vitally)
• Proven track record of building automations, playbooks, and internal tooling to improve team workflows
• Highly organized, systems-oriented thinker with a knack for turning chaos into clarity
• Experience working with data (e.g., in SQL, Python, or R), with survey tools (e.g., Typeform), and business intelligence tools (e.g., Tableau), and turning that data into actionable insights
• Great communicator and collaborator, with a customer-centric mindset and strong attention to detail
• Bias to action with a ‘gets things done’ mentality

Desirable

• We’re looking for a Customer Success Operations Specialist to be the backbone of our Customer Success organization—enabling the systems, workflows, and insights that help our CSMs work smarter, not harder. You’ll execute the operational strategy, support tools and platforms, and streamline processes so the team can focus on delivering value to customers
• Optimize the Customer Success tech stack (including Salesforce, Notion, Zapier, etc.)
• Identify and execute automated workflows that save CSMs time and improve the customer experience (e.g., lifecycle triggers, health score alerts, onboarding flows)
• Build scalable dashboards and views that make customer data actionable across the team
• Map, document, and continually refine CSM workflows (renewals, onboarding, business reviews, check-ins, escalations)
• Partner with CSMs to identify daily pain points and develop streamlined processes to remove manual work
• Iterate on playbooks, templates, and systems to simplify and improve high-impact motions
• Collaborate across the Lambda team – Sales, Product, Engineering, etc. – to execute on projects
• Act as an operational voice of Customer Success in internal tooling and data projects
• Partner with Sales Enablement, Marketing, and others to keep customer-facing materials updated and aligned
• Be a go-to resource for CSMs, helping troubleshoot tools, create customer workspaces, and unblock daily operational issues
• Maintain key documentation in Highspot, JIRA, and Google Docs
• Run feedback loops to continuously improve internal tooling and team productivity