Summary

We’re looking for a Customer Success, Operations Associate to join our growing Customer Success team. In this role, you’ll be the operational engine behind our high-performing CSMs, helping streamline processes, analyze customer data, and scale impact across our global client base. You’ll work cross-functionally with Sales, Product, Engineering, and Support to improve the end-to-end customer experience and help drive retention, adoption, and growth.

Responsibilities

1. Support the Customer Success team with data analysis, reporting, and operational workflows to drive customer outcomes.
2. Own and optimize key CS tools and systems (e.g., Gainsight, Salesforce, Looker), ensuring data integrity and usability for strategic decision-making.
3. Build and maintain dashboards to track key metrics like health scores, engagement, adoption, renewal/expansion opportunities, and churn risk.
4. Coordinate onboarding and enablement processes for new clients, ensuring timely handoffs and smooth transitions.
5. Partner with CSMs to create and maintain success plans, renewal playbooks, and account documentation.
6. Monitor customer lifecycle stages and trigger automated or manual interventions based on customer behavior and health indicators.
7. Collaborate with GTM and Product teams to surface customer insights and feedback that can shape roadmap priorities and product enhancements.
8. Manage internal knowledge bases, process documentation, and SOPs to ensure the CS team is equipped with the tools and information they need.
9. Identify and implement scalable improvements that enhance operational efficiency and customer impact.

Skills & Experience

1. 1–3 years of experience in Customer Success Operations, Sales/Revenue Operations, or Business Operations within TradFi, SaaS, fintech, or crypto.
2. Familiarity with CS and CRM tools like Gainsight, Salesforce, Looker, Zendesk, or equivalent.
3. Strong analytical skills and comfort working with data to uncover trends, drive insights, and inform decisions.
4. Proficient in Excel/Google Sheets; experience with SQL, Python, or data visualization tools is a plus.
5. Detail-oriented and highly organized with a process improvement mindset.
6. Clear communicator with the ability to translate complexity into action for both internal and external stakeholders.
7. Self-starter who thrives in a fast-paced, cross-functional environment.
8. Interest in digital assets, blockchain, or financial technology is a strong advantage.

Performance Indicators

1. Accuracy, consistency, and completeness of customer data and reporting.
2. Time to onboard and enablement success for new customers.
3. Efficiency gains in CS workflows and processes.
4. Support in achieving team KPIs: GDR, NDR, adoption metrics, and churn reduction.

Skills

• Communications Skills
• Excel
• Operations
• Python
• SQL