Customer Success Ops, Perchwell

• This role is ideal for someone who’s eager to take ownership, build scalable processes, and help shape the customer experience foundation of a fast-moving SaaS company
• You’re comfortable operating in ambiguity with limited tools, energized by problem-solving, and unafraid to dive into a messy system and make it better
• You bring a proactive mindset, strong attention to detail, and a genuine excitement about connecting with customers and driving operational excellence
• 4–8 years of experience in Customer Success, Operations, or related roles — ideally within Proptech, real estate, or SaaS environments
• Experience in market launches or go-to-market operations, ideally involving complex systems or multiple stakeholder groups
• Proven ability to learn new tools quickly and manage work in Jira or similar systems
• Exceptional organizational and problem-solving skills; you’re known for bringing clarity and structure to ambiguous situations
• Customer-first mindset — you thrive on understanding customer needs and translating them into actionable outcomes
• A strong communicator who can influence without authority and keep multiple teams aligned
• A proactive and positive thinking, solutions-driven mindset

Desirable

• We’re looking for a Customer Operations powerhouse — a Swiss Army knife who thrives at the intersection of Customer Success Management, Launch Operations, and Market Expansion
• You’ll be the glue connecting customers, Sales, and Product, bringing order to the chaos that comes with growth
• Serve as a bridge between Customer Success, Operations, and Product/Engineering, ensuring communication flows seamlessly and blockers are removed efficiently
• Partner cross-functionally with internal and external stakeholders to ensure successful MLS implementations, launches, and onboarding and enablement (expect periodic travel to different regions)
• Build and refine internal processes and playbooks to streamline the customer experience and drive operational scalability
• Engage directly with customers to gather feedback, troubleshoot issues, and guide them through launch and adoption
• Represent the company at industry conferences and meetings, strengthening relationships and gathering market insights
• Bring structure to complexity by identifying gaps, designing solutions, and implementing process improvements that elevate customer outcomes
• Support Jira ticketing workflows to ensure prompt attention and remediation to address customer-related product questions and requests