Customer Operations Specialist (Customer Success & Renewals)

We are currently seeking an experienced Customer Operations Specialist (Customer Success & Renewals) to join our team in support of our US-based partner company, Stacker. Stacker is a content distribution platform that connects brands and publishers, creating new ways to reach audiences through engaging content. As a trusted network, Stacker powers a unique ecosystem where branded stories are distributed and featured across leading news outlets worldwide.

As a Customer Operations Specialist (Customer Success & Renewals), you will partner closely with Customer Success, Account Management, Finance, Product, and Operations to improve renewal readiness, customer health visibility, contract operations, reporting, and overall operational excellence. You will help create scalable processes that enable our Account Managers to retain and grow revenue while driving operational maturity across the post-sale customer lifecycle

Responsibilities:

Customer Success Operations

• Partner with Account Management leadership to improve renewal process consistency and forecasting accuracy.
• Develop customer segmentation frameworks that improve prioritization and account coverage.
• Own operational governance for customer health scoring frameworks and renewal readiness tracking.
• Build reporting that surfaces churn risk, adoption trends, renewal likelihood, and expansion opportunities.
• Create operational visibility into customer utilization, engagement, and value realization metrics.
• Reference: D-x3mwQYUHJRxjlgARCMvd8LhgUyWKVB48bKkepDf30RaqjdNNYWP6cPJikdn2rx

Deal Desk & Quote-to-Cash Operations

• Serve as operational owner of post-sale Deal Desk processes across renewals, amendments, expansions, pilots, and contract replacements.
• Standardize commercial governance, approval workflows, pricing controls, and contract documentation.
• Maintain contract integrity across HubSpot, PandaDoc, forecasting\systems, and financial reporting.
• Partner with Finance to improve quote-to-cash processes, contract administration, revenue visibility, and audit readiness.
• Develop scalable frameworks that reduce contract risk and improve forecasting confidence.

HubSpot Administration & Internal Systems

• Serve as the operational owner of Customer Success systems and workflows.
• Maintain customer-related properties, workflows, lifecycle stages, and automation.
• Support administration of HubSpot and Customer Success platforms.
• Improve customer data quality and governance.
• Build & support operational workflows in HubSpot, Make & Click-Up that reduce manual effort and improve consistency.
• Support integrations between customer-facing and internal systems

Documentation & Process Excellence

• Create structure, consistency, and scalability across Customer Success.
• Own the Customer Operations documentation library.
• Create and maintain SOPs, playbooks, process maps, and governance frameworks.
• Translate leadership decisions into documented operational processes.
• Establish and maintain a centralized source of truth for customer-facing teams from onboarding through renewal.
• Continuously improve documentation based on operational learnings and process changes.

AI, Automation & Operational Efficiency

• Leverage modern technology to improve team productivity and operational scalability.
• Build AI-assisted workflows that improve execution speed and quality.
• Develop Clay automations, Elvax Agents and enrichment workflows.
• Identify opportunities to eliminate manual work through automation.
• Evaluate and implement emerging AI and Customer Success technologies like PlanHat, ChurnZero and TeamSense
• Drive adoption of operational best practices across customer-facing teams.

Cross-Functional Project Management

• Lead operational initiatives from idea to execution.
• Coordinate projects across Account Management, Value Team, Finance, Product, and Operations.
• Maintain project plans, timelines, dependencies, and stakeholder communication.
• Drive accountability and ensure projects are delivered on schedule.
• Proactively identify risks, blockers, and opportunities for improvement.

Qualifications:

• 3+ years supporting Customer Success, Account Management, Renewal Operations, Customer Operations, Revenue Operations, or similar functions
• Experience building or administering customer lifecycle processes, renewal workflows, and retention reporting.
• Experience supporting customer health score frameworks and customer segmentation strategies.
• HubSpot administration experience, including workflows, automation, deal stages, custom properties, and reporting.
  - Hubspot Service Hub Software Certified
• Experience managing contract administration, Deal Desk workflows, or quote-to-cash processes.
• Experience creating SOPs, governance frameworks, and operational documentation.
• Strong analytical skills with experience building executive reporting and forecasting models.Experience leading cross-functional operational initiatives.
• Exceptional written communication and documentation skills.
• Demonstrated ability to leverage AI tools and automation platforms to improve operational efficiency.

Preferred Qualifications

• Experience supporting SaaS retention, renewal, or customer success organizations.
• Experience administering ChurnZero, Planhat, TeamSense, or similar CS platforms.
• Experience building customer health score models and churn-risk frameworks.
• Experience supporting renewal forecasting and Net Revenue Retention reporting.
• Experience implementing operational automation using HubSpot, Clay, Make, Click-Up, or similar platforms.
• Experience partnering with Finance on contract administration, revenue recognition support, or quote-to-cash initiatives.
• Experience operating in a high-growth B2B SaaS environment.
• Familiarity with AI-assisted workflow design and operational automation.

We offer:

• Full-time, remote work
• Working hours: Monday to Friday, flexible start from 2pm CET
• Private Health Insurance from day 1
• Timely and organized performance reviews

If this seems like the right job for you, we invite you to submit your resume in English. Please keep in mind that resumes in other languages might not be considered.