Senior Success Operations Coordinator

What You’ll Do:

• Works closely with the Manager of Success Operations to implement organizational strategies and goals related to technology, processes, and change management.
• Assists the Manager of Success Operations in helping team leaders, managers, and department heads identify departmental needs and set goals.
• Collaborates across multiple departments to help achieve organizational goals and objectives in a timely manner.
• Deep understanding of customer lifecycle, retention strategies, and client relationship management.
• Ability to design and implement scalable systems and workflows that improve operational efficiency and customer experience.
• Proficiency in analyzing data and generating actionable insights (often using tools like Excel,HighLevel,Tableau,Pendo, etc.)
• Experience with CRM tools and platforms.
• Ability to lead, coach, and mentor a team, ensuring they are motivated and performing at their best.
• Strategic thinking, ability to develop and execute long-term plans that align with the overall company goals and objectives.
• Experience working with senior leadership to present insights and align on key initiatives.
• Responsible for assisting with the implementation and change management processes of assigned projects, ensuring all stakeholders are consulted, informed, and equipped as changes occur.
• Oversees Success Ops Coordinators to ensure they adhere to the documentation of Customer Success procedures, processes, and internal training materials.
• When necessary, works with Billing, Customer Care, Marketing, and other related teams to train and guide them on best practices for using the current success systems and associated processes.
• Executes on internal systems migrations, transition planning and implementations. 
• Monitoring, reporting and driving forward current and future tech stacks and systems. 
• Helps research, clean, and organize data and analytics, collaborating with Development and Data Analysts to create required reporting and analytics.
• Assists in editing and optimizing reports (e.g., Pendo, HighLevel) and automations (e.g., Zapier, FreshDesk, HighLevel) to meet the evolving needs of the company.
• Reports to the Manager of Success Operations on performance, optimizations, and upcoming initiatives.
• Demonstrates technical acumen to execute plans and convert them into workable solutions.
• Communicates a passion for customer success with a team player attitude.
• Manages AI system migrations, including the transition to new customer success platforms, AI tools, and automation systems.
• Coordinates data migration projects, ensuring the integrity, accuracy, and completeness of customer data as it moves between systems (CRM, customer success platforms, AI tools, etc.).
• Manages the implementation of AI-based systems within the Customer Success function, ensuring seamless integration with existing platforms (e.g., CRM, support tools, data management systems).
• Oversees AI tool selection, deployment, and configuration based on team needs and business objectives, ensuring alignment with customer success goals.
• ••Collaborates across all facets of the Success Organization to ensure all AI-related tools are integrated and continuously optimized to provide optimal results.

What You’ll Bring:

• Associates degree or equivalent work experience, with a minimum of two years in software project management, operations, consulting, or technical support.
• At least four years of experience in an Operations role within the SaaS, Marketing, or SMB space.
• Knowledge of internal systems, such as HighLevel App, ClickUp, Zapier, Freshworks Suite, Zoom, etc.
• Ability to produce high-quality documents and SOPs that provide insight into the change management procedures for all company departments involved.
• Strong understanding and proficiency in software solutions and professional service offerings.
• Excellent written and verbal communication skills, with the ability to clearly articulate complex concepts and data to various audiences.
• Ability to handle ambiguity in a dynamic and fast-paced collaborative work environment.
• Prior experience utilizing various software integrations (e.g., Zapier, Freshworks, ClickUp, HighLevel, etc.).
• Experience with Excel and/or Google Sheets at an advanced level.
• Strong interpersonal communication skills.
• Ability to collect, report, and assess data from various sources.
• Strong analytical and organizational skills with superior attention to detail.
• Ability to handle multiple tasks in a fast-paced environment.
• Basic to advanced understanding of CSS, HTML, and/or API is not required but is a major plus for applicants.
• Strong analytical skills, with demonstrated ability to use data and AI to generate actionable business insights.
• Experienced with AI-driven customer success tools and platforms, such as AI-based CRMs, chatbots, and automated customer engagement solutions.
• Proven experience with data analysis and reporting tools (e.g., Tableau, Power BI, SQL) to leverage customer data for insights.