Sr. Customer Operations Specialist

Stacker•New York, NY

6d•$65,000 - $85,000•Remote

About The Position

We're looking for a Sr. Customer Operations Specialist to build and optimize the operational foundation behind our post-sale customer experience. In this role, you'll own the systems, processes, reporting, and governance that make customer health, renewals, retention, and forecasting accurate, scalable, and actionable. Reporting to the Sr. Director of GTM Operations, you'll partner closely with Account Management, Revenue Operations, Finance, and Product to translate customer lifecycle strategy into operational execution. You'll administer and improve our customer operations infrastructure, ensuring our teams have trusted data, efficient workflows, and the reporting they need to retain and grow customer revenue. This is an execution-focused operations role for someone who enjoys solving complex operational problems through systems thinking. It is very hands on, building scalable processes, improving automations, maintaining high data quality, and continuously identifying opportunities to make our customer organization more effective. As Stacker continues to grow, you'll have the opportunity to influence how customer health is measured, improve our Customer Success technology stack, and help build the operational infrastructure that supports long-term customer success.

Requirements

2–4+ years of experience supporting Customer Success Operations, Customer Operations, Account Management Operations, Renewal Operations, or similar customer-facing operational functions.
Hands-on experience administering HubSpot, including workflows, automation, custom properties, lifecycle stages, and reporting.
Experience supporting customer health scoring, customer segmentation, or lifecycle management initiatives.
Strong understanding of customer retention metrics including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and logo retention.
Experience building reporting, dashboards, and operational processes that improve visibility into customer performance.
Experience creating and maintaining SOPs, documentation, and operational governance.
Comfortable leveraging AI and automation tools (such as Make, Clay, Claude, or similar platforms) to improve operational efficiency.
Excellent written communication skills and strong attention to detail.

Nice To Haves

Experience supporting Customer Success or Account Management teams within a B2B SaaS organization.
Exposure to Customer Success platforms such as ChurnZero, Planhat, TeamSupport, or similar technologies.
Experience managing contract, renewal, or expansion workflows within HubSpot CRM.
Experience building customer health reporting, lifecycle governance, or renewal forecasting processes.
Experience working in a high-growth, recurring revenue, or MarTech environment.

Responsibilities

Own Customer Operations infrastructure: Administer and continuously improve HubSpot and connected systems by managing customer properties, lifecycle stages, workflows, automations, integrations, and operational processes that support scalable account management.
Drive customer data quality: Maintain accurate customer, contract, renewal, and expansion data across HubSpot and PandaDoc while ensuring strong governance and reliable forecasting.
Build trusted reporting: Develop dashboards and reporting that provide visibility into customer health, adoption, renewals, NRR, GRR, logo retention, and forecasting while ensuring reporting accuracy through strong data integrity.
Implement customer health frameworks: Support customer segmentation and health scoring by maintaining scoring logic, improving data quality, and identifying opportunities to strengthen reporting and operational visibility.
Create operational documentation: Build and maintain SOPs, playbooks, governance documentation, process maps, and operational standards that create consistency across the customer organization.
Optimize workflows through automation: Identify inefficiencies and implement improvements using HubSpot automation, AI-assisted workflows, Clay, Elvex Agents, and other modern operational tools.
Partner cross-functionally: Collaborate with Account Management, Revenue Operations, Finance, and Product to execute customer operations initiatives and ensure alignment across the customer lifecycle.