Customer Success Operations

Australia

The Customer Success Operations (CS Ops) role is responsible for optimizing the performance, processes, and tools that support the Customer Success team. This role focuses on improving customer lifecycle management, driving operational efficiency, and enabling scalable customer engagement strategies.

You will work closely with Customer Success Managers (CSMs), Sales, Product, and Data teams to ensure a seamless customer journey, improve retention, and maximize customer lifetime value.

• Design, implement, and optimize Customer Success processes and workflows
• Manage and improve customer lifecycle programs (onboarding, adoption, retention, renewal)
• Analyze customer data and generate insights to drive decision-making
• Maintain and optimize Customer Success platforms (e.g., CRM, CS tools)
• Develop dashboards and reporting to track KPIs (churn, NPS, retention, expansion)
• Collaborate with Sales and Marketing teams to align customer strategies
• Support Customer Success Managers with tools, playbooks, and best practices
• Identify opportunities for automation and operational improvements
• Ensure data accuracy and integrity across systems
• Drive continuous improvement initiatives across the customer journey

• Bachelor’s degree in Business, Operations, Marketing, or related field
• 3–7 years of experience in Customer Success, Operations, or Business Operations
• Experience working with CRM systems such as Salesforce or customer success platforms like Gainsight
• Strong analytical skills with experience using tools like Excel, SQL, or BI tools
• Excellent stakeholder management and communication skills
• Experience in SaaS, tech, or digital environments preferred
• Ability to manage multiple projects in a fast-paced environment

• Customer lifecycle management
• Data analysis & reporting
• Process improvement & automation
• Stakeholder collaboration
• Strategic thinking
• Problem-solving mindset

• Familiarity with APAC or Australian customer markets
• Experience working in high-growth startups or SaaS companies
• Understanding of customer retention strategies in competitive markets

• Customer retention rate
• Churn rate reduction
• Net Promoter Score (NPS)
• Customer Lifetime Value (CLV)
• Operational efficiency improvements