Senior Customer Operations Specialist

This is a fully remote position, open to applicants in New York.

📋 Description

• Take ownership of and enhance HubSpot and associated customer operations systems, which encompass properties, lifecycle stages, workflows, automations, integrations, and operational processes.

• Ensure precise customer, contract, renewal, and expansion data is maintained across HubSpot and PandaDoc.

• Create dashboards and reports focused on customer health, adoption rates, renewals, Net Revenue Retention (NRR), Gross Revenue Retention (GRR), logo retention, and forecasting.

• Assist in customer segmentation and health scoring by sustaining scoring logic and enhancing data quality.

• Develop and uphold SOPs, playbooks, governance documents, process maps, and operational standards.

• Detect workflow inefficiencies and apply improvements through HubSpot automation, AI-driven workflows, Clay, Elvex Agents, and various operational tools.

• Collaborate with Account Management, Revenue Operations, Finance, and Product on customer operations projects.

• Report directly to the Sr. Director of GTM Operations.

• Contribute to building a scalable customer operations infrastructure that supports retention and fosters long-term customer growth.

⛳️ Requirements

• 2–4+ years of experience in Customer Success Operations, Customer Operations, Account Management Operations, Renewal Operations, or comparable customer-facing operational roles.

• Practical experience with HubSpot administration, including workflows, automation, custom properties, lifecycle stages, and reporting.

• Background in supporting customer health scoring, customer segmentation, or lifecycle management initiatives.

• Solid understanding of Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and logo retention metrics.

• Experience in constructing reports, dashboards, and operational processes that enhance visibility into customer performance.

• Proven ability to create and maintain SOPs, documentation, and operational governance.

• Comfortable utilizing AI and automation tools such as Make, Clay, Claude, or similar platforms.

• Exceptional written communication skills and a keen eye for detail.

• Authorization to work in the United States is required; Stacker does not provide visa sponsorship.

• Nice-to-have: experience supporting Customer Success or Account Management teams within a B2B SaaS setting.

• Nice-to-have: familiarity with ChurnZero, Planhat, TeamSupport, or similar Customer Success platforms.

• Nice-to-have: experience in managing contract, renewal, or expansion workflows within HubSpot CRM.

• Nice-to-have: experience in developing customer health reports, lifecycle governance, or renewal forecasting processes.

• Nice-to-have: experience in a fast-growing, recurring revenue, or MarTech environment.

🏝️ Benefits

• Flexible schedules

• Unlimited vacation

• Employee equity program

• Full health & dental coverage

• 100% Remote

• 3 Months Paid Parental Leave

• 401(k) Match

• Life Insurance & Short-Term Disability

• Team Culture, Events & Retreats

• Career growth opportunities

• Autonomy

• Inclusive, equitable culture