Customer Success Operations Specialist

Rezdy•Austin, TX

12d

About The Position

We are looking for a Customer Success Operations Specialist to be the operational backbone of our Customer Success team. In the same way Sales Operations powers a sales org, you'll power our CSMs—owning the tools, data, reporting, and day-to-day processes that help them retain, grow, and delight a diverse range of tour and activity operators. This is a hands-on role: you'll manage recurring operational tasks while also building the workflows and reporting that scale the team.

Requirements

1-3+ years of experience in operations, analyst, account management, support, project coordination, or an equivalent role
Strong organizational skills with exceptional attention to detail and follow-through
Comfort working with data—pulling reports, spotting trends, and translating numbers into clear takeaways
Hands-on experience with a CRM and/or spreadsheets (Google Sheets, Excel) to manage and analyze information
Clear oral and written communication skills, with the ability to explain processes and findings to a range of audiences
A process-minded approach—you naturally look for ways to streamline, document, and improve how work gets done
Do the right thing, lead by your personal integrity
Truly customer-focused, thinking about how your work improves the customer experience
Go above and beyond—adapt and be flexible in your thinking and processes
Love team collaboration, knowledge sharing, and aren't afraid to learn

Nice To Haves

Experience using tools such as Checkfront, Rezdy, Google Apps, Zendesk, JIRA, or HubSpot
Familiarity with Customer Success platforms (e.g., Gainsight, Vitally, ChurnZero, Catalyst)
Experience building dashboards or reports in BI tools (e.g., Looker, Tableau, Power BI)
Advanced spreadsheet skills, light SQL, or experience with automation/no-code tools
Interest or experience in working with the tourism, travel, or SaaS industries
Experience in a customer success, operations, or revenue operations role

Responsibilities

Maintain the integrity of customer data across our CRM and Customer Success platform—keeping account records, contacts, portfolio assignments, and lifecycle stages accurate and up to date.
Build and maintain customer health scores, dashboards, and recurring reports that give CSMs and leadership a clear view of account performance, renewals, and risk
Own portfolio and book-of-business administration—segmenting accounts, balancing CSM workloads, and processing account assignments and re-assignments
Track renewal timelines, churn signals, and expansion opportunities, surfacing at-risk and high-potential accounts to the team through proactive alerts
Prepare data, decks, and account summaries to support CSMs ahead of business reviews and planning discussions with key stakeholders
Administer and optimize the Customer Success tech stack—configuring workflows, building automations, and reducing manual effort wherever possible
Triage, route, and resolve day-to-day operational requests from the CS team, ensuring nothing falls through the cracks
Support smooth handoffs between Sales, Onboarding Specialists, and CSMs so accounts transition cleanly through onboarding and into ongoing management
Document processes, playbooks, and standard operating procedures to create consistency across the team
Partner cross-departmentally to share data and "voice of the customer" insights, helping improve the overall customer experience