Customer Success Operations Manager - 21046

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Role: Customer Success Operation Coordinator

Priority Location: Global

Working Hours: 8AM - 5PM EST (Flexible during the core business hours)

Salary Range: $2,500 - $2,800

Type of contract: Full-Time 

Type of job: Remote

Our client is a global hospitality technology company delivering online training and professional development across 180 countries. We empower hotels, resorts, and hospitality groups—including brands like Accor, Best Western, Wyndham, and Radisson—to build stronger teams across service, operations, leadership, and guest experience.

About the Role: 

The purpose of this role is to administer, configuring, reporting, troubleshooting, customer service and repeatable tasks of the Customer Success Managers (CSMs), so their time goes to understanding, advising, engaging, visiting customers, measuring outcomes and retaining and growing accounts.

It is designed to do three main things:

• Execute the operational work customers and CSMs generate — inbound requests, playlists, learning assignments, licence adjustments, platform configuration and renewal set-up — owning each request through to completion, communicating progress and keeping the CSM updated.
• Provide a consistent Customer Operations service through one shared work queue, ensuring operational requests are visible, prioritised and completed to agreed service standards.
• Maintain accurate customer, licence, renewal and opportunity data across Salesforce and Typsy Admin, working with CSMs and Finance so both systems reflect the same current position.

Salesforce Data Maintenance

• →Liaise with CSMs so that every active account and Salesforce opportunity carries a current, forward-looking task and note — next action, owner and due date — so the Gong forecast always displays them, following up where an opportunity is blank or out of date ahead of each forecast submission. Customer Operations owns CRM quality and compliance; the CSM owns the strategic account narrative and forecast judgement.
• →Maintain accurate, complete and current customer, contact, account and opportunity records in Salesforce, applying consistent naming conventions and field completeness standards.
• →Ensure the accuracy of renewal opportunities, including reference to the original contract and associated upgrade or downgrade. The CSM remains accountable for renewal strategy, customer conversation, forecast and outcome.

Inbound Customer Service Support

• →Manage inbound reactive customer service requests across email, Intercom and phone, ensuring operational work is captured in Intercom as the shared Customer Operations work queue and responded to within agreed service standards.
• →Triage requests, resolve what can be resolved at first contact, and escalate strategic or relationship matters to the relevant CSM and billing or finance matters to Finance — retaining ownership of the operational request through to closure and keeping the customer and CSM updated.
• →Capture recurring themes from inbound requests and raise them as process or system improvements rather than repeatedly resolving the same issue.

User & Licence Administration — Volumes, Requests & Configuration

• →Adhere to the agreed process for managing licence volumes — licences paid for, licences offered free of charge, and licences that need to be billed at renewal.
• →Monitor licence recycling with reference to customer contracts. Escalate to the CSM when approaching recycling limits.
• →Maintain the contracted and uncontracted licence position accurately in both Typsy Admin and Salesforce, so both systems reflect the same picture.
• →Flag licences offered free of charge that fall due for billing at renewal and escalate volume discrepancies before they reach an invoice.
• →Manage user administration in Typsy Admin — set-up, changes and deactivations — keeping internal records aligned with what the customer is contracted for.
• →Create playlists, learning assignments, custom configuration and other agreed engagement initiatives requested by customers or CSMs, built to the customer's time zone and to CSM requirements.
• →Confirm scope, timing and priority with the requesting CSM before execution, communicate progress with the customer where appropriate, and confirm back once delivered.

Renewal Administration, Reporting, Systems & Process

• →Maintain the renewals calendar, setting up renewal reminders and adjusting as renewal dates and terms move.
• →Coordinate renewal timing between Finance and Customer Success so both functions work from the same calendar and the same dates.
• →Provide advance visibility of upcoming renewals, so conversations start early rather than in the month a renewal falls due. Customer Operations supports renewal administration; the CSM owns renewal strategy, relationship, negotiation and outcome.
• →Build and maintain custom reports in Salesforce and Typsy Admin to agreed CSM requirements, so data is current and available ahead of customer reviews and decision-making.
• →Act as the day-to-day administrator and first point of contact for data and configuration questions in Salesforce and Typsy Admin.
• →Maintain simple documented processes for record creation, amendment and request handling, so the same request is handled the same way every time.
• →Identify, investigate and remediate system or process issues that cause data errors, addressing root cause rather than symptoms.
• →Support process improvement by simplifying manual handoffs between Sales, Customer Success and Finance, particularly the post-sale handover, renewal administration and billing process.

• →Own repeatable administrative, reporting and configuration tasks currently carried by CSMs, so CSM time is redirected to customer-facing, strategic and commercial work

Skills & Capabilities