Customer Operations Specialist (RevOps)

What You'll Own

• Take HubSpot data confidence from roughly 75% to 95% , and clearly document the 5% of edge cases (early renewals, incremental splits) that HubSpot cannot cleanly hold, and why

• Standardize the AM motion from proposal through signed contract, and build clean visibility across deal stages and who owns what

• Audit and maintain customer, contract, renewal, and expansion data across HubSpot and PandaDoc so forecasting is trustworthy

• Build and maintain the inputs behind the customer health score, partnering with leadership to shape the model (you own the inputs, leadership owns the score)

• Stand up basic ticketing visibility by capturing requests out of Slack using the internal AI ( LVX ), so AM work stops disappearing into DMs

• Build the cohort reporting leadership actually wants: expansion vs contraction by industry, company size, and persona

• Own the customer operations documentation library (SOPs, playbooks, process maps, governance) and make it the source of truth for the Accounts org

What We're Looking For

• 2 to 4+ years supporting Customer Operations, CS Ops, RevOps, or Renewal Operations at a B2B SaaS company

• Strong business acumen: you can sit in an executive meeting on NRR, GRR, dollar renewal rate, and logo retention , understand why leadership obsesses over them, and translate that into clean reporting. This is the real bar for the role.

• Hands-on HubSpot : you own the data, build workflows, manage custom properties and deal stages, and troubleshoot without hand-holding (sophisticated reporting is not required)

• Genuine ownership and curiosity: you solve unfamiliar problems independently and know when to escalate versus freelance strategy

• You use an AI thought partner ( Claude or GPT ) every day to do the job better

• Strong written communication and near-fluent English for executive-level conversations

• Available 9-6pm EST

Nice to Have

• HubSpot Service Hub Software Certification (can be completed during the interview process; it is a signal, not a gate)

• Experience administering a CS platform such as ChurnZero or Planhat , with a point of view on which fits best as the company scales

• Familiarity with Make, Clay, or ClickUp (all learnable here; curiosity and ownership matter more than tool proficiency)

• Experience building customer health scoring or segmentation frameworks

Tools and Stack

HubSpot, PandaDoc, Slack, ClickUp, LVX (internal AI), Claude or GPT . Make and Clay are a plus.