Customer Success Operations Specialist

About OpenEd:

At OpenEd, we’re opening the world to every learner. With over 100,000 students served and growing rapidly, families trust us as a partner to the most precious thing in their lives, their children. Our vision: a future where education is no longer constrained by geography, rigid models, or outdated systems. Our mission: to give every student customized, world-class education and resources, empowering families and opening millions of doors for learners across the country.

Our Culture (The Foundation of Everything We Do):

Culture at OpenEd is intentional. It’s defined by what we promote—and what we tolerate. Our latest eNPS (employee net promoter score) of 76 places OpenEd in the top .1% of technology companies. Our values aren't just words; they are non-negotiable principles that guide every decision:

• Customer First – Obsessed with delivering value; we fight tirelessly for our learners and families.

• Hard Choices, Easy Life – Face challenges directly, swiftly, and transparently.

• I Did > We Should – Action over theory; bring experiments, not just opinions.

• Learn Out Loud – Share your growth openly; feedback is a gift, ego is the enemy.

• Prioritize Ruthlessly – Excellence in the few critical areas over mediocrity everywhere.

• Fast AND World Class – Speed doesn’t compromise quality.

• Strong Opinions, Weakly Held – Advocate passionately, adjust readily.

• Make Others Famous – Elevate your colleagues, partners, and community.

About the Role:

The RevOps Specialist - Customer Success is a strategic business partner role sitting at the intersection of Customer Success, Support, Revenue Operations, and the systems that serve all three.

You are not the HubSpot administrator; that responsibility sits with our Systems team. What you are, is the bridge: the individual who deeply understands how our CS and Support teams operate, shows up to every key team meeting with empirical data and a point of view, and translates operational needs into clear, well-scoped requests the Systems team can act on.

Capacity planning and operational visibility are central to this role. At its best, you will make Customer Success and Support smarter about how they are operating, make Systems more effective by arriving with well-defined requirements, and give RevOps leadership a reliable read on the health of the post-sale customer engine. Your bigger contribution is performance: using data, platform knowledge, and cross-functional relationships to help the team hit its targets, scale without breaking, and continuously improve the metrics that matter most to our customers and the business.

Your Immediate Impact:

• Strategic Business Partnership: Attend key CS and Support planning, QBR, and operational meetings as a standing participant to bring data and operational intelligence into conversations proactively

• Capacity Planning & Workforce Visibility: Own capacity planning for CS and Support by modeling team workload against volume trends, seasonality, staffing levels, and headcount data to give leadership a forward-looking view.

• Systems Liaison: Serve as the CS/Support-side liaison to the Systems team to translate team needs into well-scoped technical requirements, identify configuration errors, and QA workflow changes before they ship.

• Analytics & Reporting: Own performance reporting and build self-serve dashboards in HubSpot and Metabase covering ticket volume, resolution time, CSAT, SLA attainment, and team productivity.

• Process Improvement: Evaluate the full CS and Support tech stack deeply to identify underutilized tools, map out where data/processes break down, and recommend HubSpot Service Hub updates.

Success Metrics:

• Retention rates, CSAT, SLA attainment, time to resolution, and expansion revenue.

• Accuracy and utility of forward-looking capacity models that successfully predict demand and highlight SLA risks or churn exposure.

• Quality and clarity of technical requirements submitted to the Systems team, measured by reduction of errors and seamless UAT/post-launch project validations.

• Creation of trusted, self-serve dashboards that reduce leadership's dependency on custom, ad-hoc reports.

Who You Are:

Required Qualifications

• Experience: 3+ years of experience in Customer Success Operations, Support Operations, Revenue Operations, or a closely related analyst or business partner role.

• Workforce Modeling: Demonstrated experience with capacity planning, workforce modeling, or operational forecasting for a customer-facing team.

• HubSpot Knowledge: Deep working knowledge of HubSpot (expert enough to evaluate ticket pipeline logic, SLA configurations, and automation architecture critically without owning day-to-day administration).

• Technical Scoping: Proven ability to write well-scoped technical requirements for a HubSpot admin team and QA the output.

• Analytical Mindset: Strong analytical skills to surface non-obvious insights and use data to influence team planning, resource decisions, and advocate for a point of view.

• Cross-functional Collaboration: Experience working as a business partner, building trust with leaders who have varying levels of data fluency.

• BI Tooling & Communication: Strong working knowledge of Metabase or comparable BI tools for dashboard construction, combined with excellent written and verbal communication skills.

Preferred Qualifications

• HubSpot Service Hub certification or equivalent hands-on experience.

• Experience with CS platforms (e.g., Gainsight, Totango, ChurnZero, Intercom) and support platforms (e.g., Zendesk, Freshdesk), particularly regarding CRM data integration.

• Experience supporting queue management, SLA governance, or escalation workflow design.

• Familiarity with workforce management concepts like volume forecasting, shrinkage, schedule adherence, and occupancy targets.

• Knowledge of customer health scoring frameworks, churn risk indicators, and post-sale lifecycle stage design.

• Exposure to HubSpot custom object modeling and complex pipeline architecture.

• Background in B2C or B2B SaaS, RevOps consulting, or a high-growth environment where influence matters more than authority.

This Role Will Excite You IF:

• You want to win and care deeply about the numbers that define post-sale customer engine success.

• You do not wait to be asked how a team is performing; you already know, have a point of view on what is driving it, and show up with a recommendation.

• You love to analyze ticket volumes, team workload, and staffing trends to tell a meaningful story about what is happening and what needs to change.

• You thrive when bringing analytical clarity into planning conversations where most people in the room do not have it.

Team & Autonomy:

This role earns its seat at the table through expertise and relationships. You will operate as the connective tissue between Customer Success, Support, and Systems, working cross-functionally to ensure requirements flow clearly in both directions and nothing gets lost in translation. You will have the autonomy to audit existing logic, build core dashboards, and develop recurring capacity planning models that directly inform hiring timelines and queue management.

Reporting Line: This position reports directly to the VP of Operations and Finance.

Company Benefits:

• Competitive salary and 401k plan + company matching opportunities.

• Comprehensive Health Benefits: Health insurance package including medical, dental, vision, life, critical illness, accident, STD/LTD, HSA, and FSA with dependent care.

• Flexible Work Arrangement: We’re a fully remote workforce that emphasizes a healthy work-life balance by allowing some autonomy in work hours.

• Generous Paid Time Off policy, enabling you to recharge, spend quality time with loved ones, and pursue personal interests outside of work.

• Supportive Team Environment: Join a supportive and collaborative team environment where your contributions are valued, and teamwork is encouraged, fostering a culture of success and mutual respect.

EEO Statement:

OpenEd is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

OpenEd participates in E-Verify.