Success Operations Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and enhance the ChurnZero platform, which includes configuration, user management, integrations, governance, segmentation, play creation, and data hygiene.

• Establish AI agents and develop tailored automated communications across various channels.

• Design, create, and sustain automated customer journeys, plays, alerts, workflows, fail-safes, and quality assurance checks.

• Collaborate with Customer Success and IT teams to convert strategic priorities into automation workflows.

• Develop dashboards and reporting frameworks for customer health, engagement, retention, teacher activation, and student utilization.

• Write SQL queries to extract, transform, and analyze customer data effectively.

• Create predictive analytics and early warning systems to identify churn risk.

• Construct and implement AI agents along with AI-driven content workflows for customer communications.

• Develop prompt templates and guidelines to ensure accurate and brand-aligned AI communications.

• Integrate AI tools with customer data platforms and communication channels via APIs.

• Work together with Scaled Success to shape automation strategies and address customer requirements.

• Offer technical guidance on automation initiatives.

• Educate team members on automation tools and data dashboard utilization.

• Document processes, create user manuals, and contribute to service-tier, segmentation, and engagement-model planning.

⛳️ Requirements

• A minimum of 5 years of experience in customer success operations, marketing operations, or a related technical operations position.

• Expert-level proficiency with ChurnZero, including play creation, segmentation, and reporting capabilities.

• Strong skills in email automation and customer communication workflows.

• Proven ability to write and refine SQL queries for data extraction and analysis.

• Experience with APIs and building integrations using tools such as Zapier, Make, Workato, or custom API connections.

• Demonstrated success in creating automated workflows that yield measurable business results.

• Strong analytical abilities to convert data into actionable insights.

• Self-motivated work style with the capacity to manage multiple priorities and projects concurrently.

• Familiarity with HTML and other front-end technologies.

• Preferred: Experience with AI communication automation tools, Salesforce and CRM data models, education technology or B2B SaaS customer success, Python or other scripting languages, Tableau/Looker/PowerBI, customer success metrics and methodologies, and scaled or tech-touch customer success models.

🏝️ Benefits

• Medical, dental, and vision benefits.

• 401(k) plan with company matching.

• Flexible time off policy.

• Opportunity for stock option ownership.

• Engagement in cutting-edge work.

• Chance to assist children globally in reaching their full potential.

• Mission-driven efforts supporting literacy development for PreK-7 students.

• Technical innovation at the forefront of AI-enabled customer success.

• Strategic impact directly affecting revenue and services for millions of students.

• Growth opportunities to develop and scale automation infrastructure.

• A collaborative culture with a small, focused team.