Customer Success Operations Manager

Customer Success Operation Coordinator

Priority Location: Global

Working Hours: 8AM - 5PM EST (Flexible during the core business hours)

Salary Range: $2,500 - $2,800

Type of contract: Full-Time

Type of job: Remote

About the Company

Our client is a global hospitality technology company delivering online training and professional development across 180 countries. We empower hotels, resorts, and hospitality groups—including brands like Accor, Best Western, Wyndham, and Radisson—to build stronger teams across service, operations, leadership, and guest experience.

About the Role:

The purpose of this role is to administer, configuring, reporting, troubleshooting, customer service and repeatable tasks of the Customer Success Managers (CSMs), so their time goes to understanding, advising, engaging, visiting customers, measuring outcomes and retaining and growing accounts.

It is designed to do three main things:

• Execute the operational work customers and CSMs generate — inbound requests, playlists, learning assignments, licence adjustments, platform configuration and renewal set-up — owning each request through to completion, communicating progress and keeping the CSM updated.
• Provide a consistent Customer Operations service through one shared work queue, ensuring operational requests are visible, prioritised and completed to agreed service standards.
• Maintain accurate customer, licence, renewal and opportunity data across Salesforce and Typsy Admin, working with CSMs and Finance so both systems reflect the same current position.

Key Responsibilities

Salesforce Data Maintenance

• Liaise with CSMs so that every active account and Salesforce opportunity carries a current, forward-looking task and note — next action, owner and due date — so the Gong forecast always displays them, following up where an opportunity is blank or out of date ahead of each forecast submission. Customer Operations owns CRM quality and compliance; the CSM owns the strategic account narrative and forecast judgement.
• Maintain accurate, complete and current customer, contact, account and opportunity records in Salesforce, applying consistent naming conventions and field completeness standards.
• Ensure the accuracy of renewal opportunities, including reference to the original contract and associated upgrade or downgrade. The CSM remains accountable for renewal strategy, customer conversation, forecast and outcome.

Inbound Customer Service Support

• Manage inbound reactive customer service requests across email, Intercom and phone, ensuring operational work is captured in Intercom as the shared Customer Operations work queue and responded to within agreed service standards.
• Triage requests, resolve what can be resolved at first contact, and escalate strategic or relationship matters to the relevant CSM and billing or finance matters to Finance — retaining ownership of the operational request through to closure and keeping the customer and CSM updated.
• Capture recurring themes from inbound requests and raise them as process or system improvements rather than repeatedly resolving the same issue.

User & Licence Administration — Volumes, Requests & Configuration

• Adhere to the agreed process for managing licence volumes — licences paid for, licences offered free of charge, and licences that need to be billed at renewal.
• Monitor licence recycling with reference to customer contracts. Escalate to the CSM when approaching recycling limits.
• Maintain the contracted and uncontracted licence position accurately in both Typsy Admin and Salesforce, so both systems reflect the same picture.
• Flag licences offered free of charge that fall due for billing at renewal and escalate volume discrepancies before they reach an invoice.
• Manage user administration in Typsy Admin — set-up, changes and deactivations — keeping internal records aligned with what the customer is contracted for.
• Create playlists, learning assignments, custom configuration and other agreed engagement initiatives requested by customers or CSMs, built to the customer's time zone and to CSM requirements.
• Confirm scope, timing and priority with the requesting CSM before execution, communicate progress with the customer where appropriate, and confirm back once delivered.

Renewal Administration, Reporting, Systems & Process

• Maintain the renewals calendar, setting up renewal reminders and adjusting as renewal dates and terms move.
• Coordinate renewal timing between Finance and Customer Success so both functions work from the same calendar and the same dates.
• Provide advance visibility of upcoming renewals, so conversations start early rather than in the month a renewal falls due. Customer Operations supports renewal administration; the CSM owns renewal strategy, relationship, negotiation and outcome.
• Build and maintain custom reports in Salesforce and Typsy Admin to agreed CSM requirements, so data is current and available ahead of customer reviews and decision-making.
• Act as the day-to-day administrator and first point of contact for data and configuration questions in Salesforce and Typsy Admin.
• Maintain simple documented processes for record creation, amendment and request handling, so the same request is handled the same way every time.
• Identify, investigate and remediate system or process issues that cause data errors, addressing root cause rather than symptoms.
• Support process improvement by simplifying manual handoffs between Sales, Customer Success and Finance, particularly the post-sale handover, renewal administration and billing process.

• Own repeatable administrative, reporting and configuration tasks currently carried by CSMs, so CSM time is redirected to customer-facing, strategic and commercial work

Key Relationships

• Regional CSMs (direct support): Day-to-day execution partner for account, licence, renewal and configuration requests.
• Financial Controller (dotted line): Billing and invoice administration.
• Sales Team: Deal and contract details at close, supporting a clean post-sale handover and correct record set-up from the outset.
• Finance Team: Renewals calendar, licence volumes, invoicing information and closed-won data required for billing and reporting.

Success Metrics

• Ownership: Requests, updates, reporting and configuration completed end to end without needing to be chased by the CSM.
• CRM quality: Salesforce records, tasks and notes accurate, complete and current, including forward-looking notes in the Gong forecast.
• Responsiveness: Inbound Intercom/email/phone requests actioned within agreed service standards.
• Licence accuracy: Paid, free-of-charge and billable-at-renewal volumes aligned between Typsy Admin and Salesforce with no unexplained variance.
• Renewal readiness: Calendar, reminders, contract details and licence position confirmed ahead of every renewal date.
• Data integrity: Reduction in corrections raised by Finance or Customer Success that this role should have caught first.
• Turnaround: Completion time and quality for playlists, learning assignments and configuration requests.
• CSM capacity created: Measurable reduction in CSM time spent on administration, configuration, reporting and troubleshooting.
• Process improvement: Recurring requests or failure points converted into documented, simplified or automated workflows.

Skills & Capabilities

• Strong hands-on proficiency in Salesforce — navigating and maintaining accounts, opportunities, tasks and notes with confidence.
• Comfortable with numbers — can read licence volumes and renewal values, notice when something looks wrong, and chase it until it is fixed.
• High attention to detail and a disciplined, methodical approach to data accuracy.
• Critical thinker who asks why a discrepancy exists rather than simply correcting it.
• Proactive and self-directed — raises issues early, follows up without prompting, and closes loops.
• Strong customer service communicator, comfortable handling inbound requests over email, chat and phone, and working with Finance, Sales and Customer Success across regions and time zones.
• Sound judgement about role boundaries — knows when to execute independently, when to keep the CSM informed, and when an issue requires CSM strategic or relationship ownership.
• Comfortable using AI and automation tools to improve administrative workflows, reporting and customer support processes.
• 2+ years in a customer operations, sales operations or CRM administration role.

Desirable

• Exposure to subscription, licensing or renewals administration in a SaaS environment.
• Familiarity with revenue and support tooling relevant to this role — Intercom, Zendesk, Gong and comparable platforms.