About the role

What you’ll do

• Redesign and automate internal Customer Success operations
• Own customer data and processes
• Build and manage AI and automation workflows
• Coordinate Salesforce systems and data
• Handle Professional Services capacity planning, forecasting, and reporting

What you’ll need

• 5+ years in Customer Operations, Revenue Operations, Support Operations, or similar B2B SaaS role
• Strong Salesforce skills including reports/dashboards, data model, and building or specifying Flows
• Hands-on experience with LLM/AI platforms and automation tools, with a track record of shipping adopted automations or AI workflows
• Proficiency with Professional Services Automation platforms and customer support/success systems
• Process design experience mapping workflows, writing playbooks, and leading change
• Working knowledge of SaaS retention metrics, GovTech/public-sector experience, Salesforce Administrator certification, and government data security familiarity

Original job description