Customer Success Ops Intern

Grace Hill

2d • Remote

About The Position

As a Customer Success Operations Intern, you will play a critical role in optimizing the "engine room" of our post-sales organization. We are looking for a data-driven, process-oriented individual who is passionate about the intersection of technology and customer experience. You will help ensure our Customer Success Managers (CSMs) have the right data, tools, and processes to drive retention and expansion across our $80M+ portfolio.

Requirements

• Currently pursuing or recently completed a degree in Business, Data Science, Economics, Information Systems, or a related field.
• Comfortable with Excel/Google Sheets (VLOOKUPs, Pivot Tables) and have an interest in data visualization.
• Familiarity with SaaS business models.
• Ability to translate complex data into clear, actionable insights for stakeholders.
• You don’t wait for direction, you actively seek out inefficiencies, identify opportunities, and take ownership in driving solutions.

Nice To Haves

• Experience with CRM tools (Salesforce, HubSpot) or BI tools (Tableau, Looker) is a major plus.
• You don’t just report a problem; you enjoy figuring out why it happened and how to automate a fix.

Responsibilities

• Audit and clean customer data within our CRM (Salesforce) and CS platform (e.g., Gainsight, Totango, or Channeltivity) to ensure "one source of truth."
• Assist in building dashboards that track key performance indicators (KPIs) such as Net Revenue Retention (NRR), Churn Rate, and Health Scores.
• Analyze customer usage patterns to identify accounts at risk or those "ripe" for expansion.
• Document internal "Playbooks" (Standard Operating Procedures) for onboarding, renewals, and escalations.
• Identify bottlenecks in the current customer journey and suggest automated workflows to reduce manual tasks for CSMs.
• Help manage the CS tech stack, ensuring integrations between platforms are functioning correctly.
• Assist in creating internal training materials and documentation for new CS hires.
• Help manage the "Customer Success Library" of email templates, slide decks, and best-practice guides.
• Work closely with Sales Ops and Marketing Ops to ensure a seamless handoff from "Closed-Won" to "Implementation."
• Aggregate customer feedback for the Product team to help influence the product roadmap.

Benefits

• Gain experience in a mature SaaS environment ($80M ARR) where your work impacts thousands of customers.
• Work directly with CS Ops leaders to learn the "Science of Retention."
• Opportunity for a high-performing intern to transition into a full-time Associate CS Ops role.

What This Job Offers

• Career Level: Intern
• Education Level: Associate degree