Senior Customer Success Operations Specialist

Customer Success Operations Specialist 

• Remote (Latin America-based)

• Compensation: ~$3,500–$4,500 USD/month

• Full-time, EST, Contractor

• Tech Stack: HubSpot, ClickUp, and ChurnZero or Planhat.

At Near, we connect top talent in Latin America with exciting remote opportunities at U.S.-based companies. Our mission is to create better lives by fostering a remote work culture that transcends borders.

About the Company

Our client is an innovative company in the media technology / content distribution space, helping brands and publishers improve visibility across search and AI-driven discovery through their platform and content solutions. They work as a remote team with a strong culture of collaboration, kindness, and ownership. With innovation at their core, they are building in a category with no direct competitor and helping businesses succeed in the evolving GEO / AEO landscape.

About the Role

The CS Ops Specialist serves as the operational backbone of Stacker's post-sale organization, owning the systems, processes, governance, and reporting infrastructure that make customer health, renewal performance, retention, and forecasting visible, accurate, and trustworthy. Sitting at the intersection of Account Management, Revenue Operations, Finance, and Product, this role transforms customer lifecycle strategy into scalable execution by building and maintaining the operational foundation that enables Account Managers to retain and grow revenue.

This is an execution-focused operations role that partners closely with GTM Operations, Accounts, and Finance leadership. Those teams define customer lifecycle strategy, governance, and priorities; the Analyst brings that vision to life through system administration, reporting, workflow automation, data governance, contract operations, and forecasting support.

The ideal candidate understands how customer health, adoption, lifecycle management, renewal readiness, and deal operations influence NRR, GRR, and logo retention, and can translate those concepts into reliable reporting, clean processes, and operational rigor. Day one is about execution and data integrity, with the opportunity over time to help shape customer health models and influence Stacker's Customer Success technology stack as the organization scales.

Core Responsibilities

1. Customer Operations Systems & Infrastructure

   1. Own the operational foundation for Customer Success across HubSpot and connected systems, including customer properties, workflows, lifecycle stages, automation, and integrations. Continuously improve systems that enable scalable, consistent account management.

   2. Develop customer segmentation frameworks that improve prioritization and account coverage.

2. Renewal & Contract Operations

   1. Maintain accurate customer, contract, renewal, and expansion data across HubSpot and PandaDoc. Support forecasting readiness through strong data hygiene and operational governance while partnering with RevOps and Finance on shared processes.

3. Customer Data, Reporting & Health

   1. Build and maintain trusted reporting that provides visibility into customer health, renewal readiness, adoption, NRR, GRR, and logo retention. Support customer health scoring by implementing scoring logic, maintaining data integrity, and identifying gaps that impact reporting accuracy.

4. Process Documentation & Operational Excellence

   1. Document and maintain customer operations processes, SOPs, and governance standards. Translate leadership decisions into scalable, repeatable workflows while identifying opportunities to improve efficiency through automation and process optimization.

   2. Own the Customer Operations documentation library by creating and maintaining SOPs, playbooks, process maps, and governance frameworks.

5. Cross-Functional Execution

   1. Partner with Account Management, Revenue Operations, Finance, and Product to execute customer operations initiatives, coordinate projects, and ensure systems, data, and reporting remain aligned across the customer lifecycle.

   2. Leverage modern technology to improve team productivity and operational scalability like AI-assisted workflows, Clay automations, Elvax Agents and HubSpot intelligence.

Core Compentencies

1. Metrics Fluency

   1. Understands what NRR, GRR, and logo retention measure, why they matter, and how to build reporting that supports them accurately.

   2. Understands the operational drivers behind customer health, renewals, expansion, and churn.

   3. Has experience supporting customer-facing teams through health scoring, lifecycle governance, forecasting, and customer success reporting.

2. Systems & Data Discipline

   1. Understands how HubSpot data, workflows, and reporting connect across the customer lifecycle.

   2. Builds clean, scalable systems rather than one-off fixes.

   3. Proactively identifies and resolves data quality issues before they become reporting problems.

3. Operational Ownership

   1. Demonstrates strong ownership, follow-through, and accountability for assigned systems and processes.

   2. Learns quickly, solves unfamiliar problems independently, and knows when to escalate rather than freelance strategy.

   3. Balances resourcefulness with sound judgment and attention to detail.

4. Technical Aptitude

   1. Fluent in HubSpot, including building workflows, troubleshooting issues, and administering customer operations without constant direction.

   2. Familiar with Customer Success technologies such as ChurnZero, Planhat, TeamSupport, or similar platforms.

   3. Comfortable leveraging AI and automation to improve operational efficiency while applying sound judgment and critical thinking.

5. Customer Retention & Renewal Operations Expertise

   1. Brings firsthand experience supporting customer retention, renewals, and expansion operations.

   2. Understands the operational realities of customer health, adoption, forecasting, and lifecycle management.

   3. Anticipates downstream impacts before implementing changes that affect customer-facing teams.

Technical Requirements

• 2-4+ years supporting Customer Success, Account Management, Renewal Operations, or Customer Operations  functions.

• Hands-on HubSpot administration experience including workflows, automation, deal stages, custom properties, and reporting.

  • Hubspot Service Hub Software Certified

• Experience supporting customer health scoring or segmentation frameworks.

• Working knowledge of NDR, GRR, and logo retention as concepts with ability to build reporting against these metrics.

• Experience maintaining SOPs and operational documentation.

• Comfortable using AI tools and automation platforms (Make, Clay, Claude or similar) to improve day-to-day execution.

• Strong written communication skills.

Nice to Have

• Experience supporting Customer Success, Account Management, or Renewal Operations within a B2B SaaS organization.

• Experience administering or supporting Customer Success platforms such as ChurnZero, Planhat, TeamSense, or similar technologies.

• Experience managing contract, renewal, or expansion data and workflows within HubSpot CRM.

• Experience building or supporting customer health reporting, lifecycle governance, or renewal forecasting.

• Experience in a high-growth B2B SaaS environment, preferably within MarTech or a recurring revenue business.

• Comfortable balancing hands-on support for the Account Management team through weekly meetings and ad hoc requests with focused project work that drives long-term operational improvements.

Compensation & Benefits

• Compensation: ~$3,500–$4,500 USD/month

• Benefits: Fully remote, contractor model, US holiday schedule, unlimited PTO