Customer Success Operations Lead

Forterra • Clarksburg, MD

20h • Onsite

About The Position

The Customer Success Operations LEAD is responsible for building, scaling, and optimizing the operational systems that enable Forterra’s Customer Success organization to deliver high-quality field service, training, and support at scale. This role acts as a force multiplier for the Director of Customer Success, owning internal tools, processes, data, and planning functions across Field Service and Training. This individual will ensure that Customer Success operates efficiently, predictably, and with strong data visibility as deployments scale across customers and environments. This role will help operationalize long-term Customer Success strategy and systems to allow for the organization to effectively scale. This role will also serve as a deputy to the Director of Customer Success when needed.

Requirements

• 4-6+ years in: Field service operations, customer success operations, or technical program management
• Experience scaling service organizations in hardware + software environments (ideally robotics, autonomy, defense, or similar)
• Background experience in systems implementation (CRM, FSM tools, portals, etc.)
• Operational design and process building
• Data analytics and dashboarding (e.g., SQL, BI tools, etc.)
• Strong project/program management
• Ability to translate ambiguous problems into structured systems
• Comfort working cross-functionally in fast-moving environments

Nice To Haves

• Experience with Field service organizations
• Training program development
• AI/knowledge management tools
• Autonomous systems or complex hardware deployments

Responsibilities

• Field Service Systems & Portal Ownership: Lead implementation, integration, and continuous improvement of the Field Service Manager Portal / Customer Portal. Define workflows for: Ticketing and support intake, Asset visibility and configuration tracking, Field service reporting and updates. Drive adoption across internal teams and customers. Own training, documentation, and feedback loops for the platform.
• Training Program Transformation: Redesign and operationalize the end-to-end training lifecycle: Curriculum structure (Operator, Maintainer, Train-the-Trainer), Scheduling, tracking, and certification, Content standardization and version control. Partner with Technical Writing and SMEs to ensure scalable, high-quality materials. Introduce systems/tools to track training completion, effectiveness, and refresh cycles.
• Field Service Planning & Scheduling: Help manage Field Service deployment planning and scheduling model, including: Capacity planning, Forecasting support needs across programs, Standardizing intake requirements. Manage incoming requests, improve predictability and reduce last-minute firefighting.
• Field Service Workforce Enablement (Training, Tools, AI): Assist with developing and maintaining: FSR onboarding and continuous training programs, Playbooks, troubleshooting guides, and knowledge base. Evaluate and deploy tools (including AI) to: Assist troubleshooting, Improve documentation access, Capture tribal knowledge from experienced FSRs. Ensure consistency in field execution across sites and programs.
• Resource Utilization & Performance Management: Track key metrics and define new potential metrics: FSR utilization, Time on site vs. travel vs. idle, Support response and resolution timelines. Build dashboards to monitor team performance and identify inefficiencies. Partner with leadership on staffing models and hiring plans. Assist with KPI refinement based on data.
• Data, Analytics & Continuous Improvement: Establish data capture standards across: Field service activities, Training outcomes, Support interactions. Build and maintain dashboards that provide: Operational visibility, Customer health signals, Efficiency insights. Translate data into actionable improvements in process, staffing, and tooling.

Benefits

• Premium Healthcare Benefits: Three plan options, including an HSA-eligible plan, with Forterra covering 80% of the plan premium for you and your dependents.
• Basic Life/AD&D, short and long-term disability insurance plans 100% covered by Forterra, plus the option to purchase additional life insurance for you and your dependents.
• Extremely generous company holiday calendar including a winter break in December.
• Competitive paid time off (PTO) offering 20 days accrued per year.
• A minimum of 7 weeks fully paid parental leave for birth/adoption.
• A $9k annual tuition reimbursement or professional development stipend.
• Fully stocked beverage refrigerators with all the Celsius your little heart desires.
• 401(k) retirement savings plan, including traditional, Roth 401(k), and after-tax deferral with company match up to 4%.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed