Customer Success Operations Specialist

Spotlight Analyst Relations•Kansas City, MO

19h•Hybrid

About The Position

Spotlight’s Customer Success team manages the post-sale relationship for our technology company clients, driving retention, expansion, and the kind of deep program value that keeps clients renewing year after year. This is a lean, high-visibility team where your work has a direct impact on revenue outcomes and the team’s ability to scale. As CS Operations Specialist, you’ll serve as the operational backbone of the team — owning data integrity, process documentation, and systems infrastructure — while also managing a portfolio of client accounts from post-onboarding through renewal. You’ll report to the Director of Customer Success and, as the ops infrastructure matures, step into deeper account ownership with a larger, more strategic portfolio.

Requirements

Systems-first mindset — you see a messy CRM as a problem worth solving
High attention to detail and a low tolerance for data inconsistency
Clear communicator, equally comfortable writing a workflow doc and running a client check-in
Ability to operate effectively on a lean team with limited day-to-day oversight

Nice To Haves

2–4 years of experience in customer success, CS operations, account management, or a related role in a B2B SaaS environment
Experience with CS platforms such as Gainsight, Salesforce, or HubSpot
Background in information architecture, data management, or CS operations tooling
Familiarity with B2B SaaS onboarding and renewal workflows

Responsibilities

Own data accuracy and integrity across our CS Tech Stack — clean records, reliable activity logs, and account health data the whole team can trust
Perform regular data audits to ensure consistency and reliability of customer records
Build and maintain workflow documentation and internal knowledge base articles that help the CS team operate consistently at scale
Generate reports and dashboards on key CS metrics for leadership
Provide operational support during new client implementations — system setup, data entry, and cross-functional handoffs
Partner with our Information Architect function on overlapping data workflows
Identify opportunities to reduce manual overhead and improve process efficiency as we scale
Serve as primary CSM for a small portfolio of accounts, owning the relationship from post-onboarding through renewal
Conduct custom onboarding tailored to each client’s program structure and goals
Lead quarterly check-ins with clients and Consulting Client Team members, identifying retention and expansion opportunities in light of their broader account strategy
Support high-touch onboarding activities in partnership with the Solutions Engineer
Collaborate with the Contracts team on renewals, flagging risk early and supporting retention conversations
Respond to reactive support tickets and escalate issues appropriately