Customer Success Operations Specialist

About the Role & Team

We are seeking a highly execution-oriented Customer Success Operations Specialist to refine, optimize, and assist in scaling the systems, processes, and workflows that enable our Customer Success organization to drive retention, expansion, and measurable customer value. This role sits at the intersection of CS, RevOps, IT, Product, Sales, and Finance, and will be a part of the operational backbone of the post-sale customer journey.

The ideal candidate combines hands-on technical capability (CS platforms, CRM, automation tools) with strong process design skills and a demonstrated ability to leverage automation and emerging AI tools to improve efficiency and scale. This is a builder role — not a strategist removed from execution. You will configure tools, build automations, refine processes, train teams, and continuously improve how Customer Success operates. You should be comfortable experimenting with and implementing AI-driven workflows, as well as identifying practical opportunities to reduce manual work and enhance CSM productivity

What You’ll Do

Customer Success Systems & Tooling
Manage the administration and optimization of Customer Success platforms (e.g., Gainsight, Totango, ChurnZero).
Partner with RevOps on Salesforce integration, data hygiene, reporting, and system-driven automation.
Support and optimize customer support/call center and ticketing systems (e.g. Intercom, Jira, Zendesk).
Refine and maintain scalable system workflows supporting onboarding, health scoring, renewals, and expansion.
Build dashboards and reporting that measure retention, Net Revenue Retention, onboarding velocity, and value realization. 

Automation & AI-Enabled Workflows
Identify repeatable CSM activities and implement automation to support tech-touch workflows, reduce manual effort, and improve consistency.
Leverage AI and automation tools (e.g., copilots, generative AI, workflow platforms) to enhance account insights, risk detection, and customer communications.
Partner cross-functionally to pilot and integrate AI-driven capabilities into Customer Success processes and systems.
Continuously test and iterate on new tools and approaches to improve team productivity and scale. 

Customer Lifecycle & Process Design
Execute and standardize core customer lifecycle processes, including onboarding, success planning, Quarterly Business Reviews, renewals, and expansion.
Contribute to frameworks for value realization and structured customer engagement.
Establish and evolve customer health scoring models using data-driven and predictive inputs.
Create playbooks to support consistent execution across risk mitigation and growth motions.
Help understand and action voice of customer feedback to drive adoption, satisfaction, and CSM motions. 

Enablement & Training
Enable CSM adoption of tools, workflows, and standardized processes through training and documentation.
Develop Standard Operating Procedures, playbooks, and internal resources to support consistent execution.
Support adoption of automation and AI-enabled workflows through practical training and use cases. 

Cross-Functional Alignment
Partner with RevOps, Sales, Product, and Finance to ensure alignment across systems, data, and customer processes.
Improve handoffs, pipeline visibility, product feedback loops, and renewal forecasting accuracy.

What You Bring

• 3–6 years in Customer Success Operations, RevOps, or Customer Success systems roles.
• Hands-on experience with at least one CS platform (Gainsight, Totango, ChurnZero).
• Hands-on experience with AI tools (e.g., ChatGPT, Claude, copilots, workflow automation platforms) in a professional or operational context.
• Hands-on experience deploying agentic AI to automate customer success workflows and optimize end-to-end client lifecycle performance.
• Strong Salesforce experience (workflow rules, reporting, object design).
• Demonstrated experience building and optimizing customer lifecycle processes.
• Experience supporting onboarding, success planning, QBRs, and renewal workflows.
• Experience developing enablement materials and training frontline teams.
• Comfortable working cross-functionally with technical and non-technical stakeholders.
• 100% Remote
• <10% travel

·      Preferred:

• Demonstrated curiosity and willingness to experiment with new technologies to improve team productivity.
• Familiarity with value realization frameworks and outcome-based success measurement.
• Experience in B2B SaaS environments with recurring revenue models.
• Basic understanding of SQL, data models, or integrations.

Why This Role Stands Out
At IDC, your work helps shape how the world understands technology and where it goes next. You collaborate with curious, high-caliber colleagues who value rigor, integrity, and shared success. As the premier global provider of trusted technology intelligence, IDC equips business and technology leaders with the evidence they need to make confident decisions. Our insights inform strategy, investment, and innovation across industries and regions.

Recognized by IIAR as Analyst Firm of the Year for five consecutive years, IDC sets the standard for credibility and impact. With more than 1,000 analysts worldwide and a truly global perspective, we combine deep expertise with practical relevance. Here, your ideas matter, your voice is heard, and your contributions provide the insights leaders rely on every day. It is meaningful work, backed by a culture that supports growth, collaboration, and long-term career development with a globally respected brand.

What We Offer

• 15 vacation days per year (increases with tenure; carryover allowed)
• 10 paid sick days per year
• 1 week paid new parenting leave
• Flexible work options (remote, part-time, flexible hours)
• Health, dental, vision, and paramedical coverage for you and your family
• $1,600 annual healthcare spending account
• Employee Assistance Program for counseling and support
• Best Doctors medical second opinions
• Life, AD&D, and long-term disability insurance
• Retirement savings plan with company match (up to 4% of salary)
• $75/month technology allowance for home office or phone expenses
• Company-paid cell phone plan
  

Compensation Transparency

At IDC, we are committed to fair and equitable pay practices. Employees are compensated equitably for their work, aligned with their skills and experience. Salary and incentive structures are determined through a rigorous process that considers experience, education, certifications, role-specific requirements, internal equity, and verified Canada market data from an independent third-party partner.

The expected total annual compensation, depending on location and experience, is between 71,000 CAD – 100,000 CAD, inclusive of base salary and variable compensation.

Equal Opportunity Employer

IDC is committed to providing equal employment opportunities for all qualified persons. Employment eligibility verification required. We participate in E-Verify.