Customer Success Operations Generalist, StuRents

• You're aware that we'll review applications received between 19 Dec to 5 January in the new year. You have all the needed skills / experience below and availability to begin interviewing in from Mid-January 2026
• Experienced Professional: You’re an experienced customer success generalist, bringing fresh perspectives gained from various Customer Success role(s) or projects spanning both Tech and SaaS (although we don’t expect you to have worked in Proptech.)
• Account management: You have had direct experience managing client relationships, from onboarding through to day-to-day relationship management
• Self-Directed and Organised: You’re self-directed and enjoy multitasking with a knack for organising and prioritising your work effectively. You’re able to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively
• Commercial acumen: You’re comfortable building business cases (savings, retention, expansion or risk reduction), and can communicate priority rationale while also identifying and deprioritising low-value work
• Skilled Communicator: You have clear and concise verbal and written communication and have experience managing professional relationships. You can translate complex technical or operational topics into plain English and you’re a confident presenter who can run training and customer updates. You have experience in communicating product benefits, process updates and value to customers and have demonstrated the ability to cross-sell and upsell through clear, open and persuasive verbal and written communication
• Proactive Problem Solver: You actively seek and identify challenges and proactively implement solutions that set the customer and those around you up for success
• Attention to detail: You have an innate / keen eye for detail and a passion for doing the right thing, rather than the quick thing - experienced in standardising unstructured data for effective and efficient translocation from one medium/source to another.
• Operational expertise: Demonstrated and proven track record of project management and have experience in leading cross-functional projects that have improved customer success operations for customers and teammates. You are comfortable running stand-ups, demos, retros and status updates
• Tech and Tools: You have experience using Hubspot or similar CRM tools and are comfortable setting up workflows, reports and dashboards that deliver meaningful insights
• Self-Serve enablement: You have experience curating clear and concise product-oriented guide content that lets customers self-serve. You welcome and leverage external, internal feedback and usage data to enhance your content, proactively updating content as our products evolve
• Spreadsheet native: Comfortable evaluating and processing messy data into clear and structured formats using pivots, lookups and validations

Desirable

• Working within our Customer Success team to design and implement scalable improvements that enhance commercial efficiency, team productivity and enable successful customer outcomes
• You will work cross-functionally (together with the Business Development, Marketing, Finance, Product and Engineering teams) to translate customer success needs into robust, repeatable AND scalable workflows
• Serve as the day-to-day contact for assigned customers, building trust and rapport while identifying areas of opportunity, product adoption, and optimisation through technical, operational, relationship, and commercial excellence
• You’ll be responsible for the onboarding process, working closely with Business Development to streamline the onboarding experience for new customers
• You’ll provide the team and company with support and training as needed and keep yourself up to date with the latest Customer Success thinking, technologies and techniques
• You’ll proactively identify and address potential gremlins in the data used, recommending and implementing improvements to improve data integrity and enabling sound insights for decision makers
• And finally we all love rolling our sleeves up to do our bit to keep StuRents an awesome place to work. You'll be a willing participant of one (or more - up to you!) of our societies / clubs, e.g taking the initiative and working with our social society to coordinate team socials and more

• We'll review applications from early to mid January then...
• 30 min informal chat with Tom (Director) on the phone
• First-round: Interview with Tom (and potentially Ellie / Lewis, our Senior Customer Success Managers) to share more about the role and company and learn a little more about you (~60 mins, remote)
• Second-round: Interview with Tom and Andrea (our people person) to chat about your experience and culture contribution (~60 mins, in-person)
• Third-round: Presentation of a technical assessment that you'll have the opportunity to prepare ahead of time. Interview with Tom, Andrea, Ellie and Lewis (~60-80 mins, in-person)