doxel - Customer Success Operations Lead
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Requirements
• 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 • Experience designing and implementing workflow automation and lifecycle systems within CS or GTM organizations • Experience building segmented or personalized customer engagement campaigns using lifecycle data and automation tools • Experience working with reverse ETL tools or customer data pipelines • Experience leveraging AI or automation tools to improve operational efficiency or scale workflows
Responsibilities
• 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
Benefits
• Competitive Base Salary + Equity Package • Remote first culture (for most roles) • Comprehensive Health Insurance (Medical, Dental, Vision) • Monthly allowance for cell phone and internet • Flexible PTO, generous company holiday policy, and unlimited sick days
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