Customer Operations Lead
Own the systems, workflows, and automations that power customer onboarding, invoicing, access management, and post-sales operations. The role requires 5+ years in a systems-heavy environment, strong cross-functional execution, and practical fluency with AI and automation.
About the job
Responsibilities
- Own the customer onboarding system, including systems, playbooks, and tooling used by Revenue Cycle Success Managers (RCSMs).
- Own the infrastructure and controls supporting accurate, on-time invoicing.
- Optimize the customer success and post-sales technology stack, including HubSpot, Dialpad, and the company platform.
- Layer AI and automation into customer operations workflows.
- Maintain accurate customer records, exclusions, access, provisioning, portal logins, passwords, and account management.
- Document standard operating procedures and workflow changes to create repeatable processes.
- Coordinate customer go-live milestones across 30-, 60-, and 90-day stages.
- Intake, translate, and route enterprise requests for customized recovery plans; productize recurring requests.
- Represent customer-impacting operational workflows to Product.
- Partner with Customer Success, RCSMs, Billing Operations, service-line leaders, Engineering, and Sales.
- Build automations that improve efficiency and enable scale without linear headcount growth.
Requirements
- 5+ years of experience in a systems-heavy role.
- Experience building processes and tooling from scratch, ideally in a startup, consulting, or finance environment.
- Fluency with AI and automation.
- Ability to think in systems and establish scalable operational processes.
- Ability to manage cross-functional workflows and competing requests.
- Strong documentation, coordination, and operational execution skills.
Compensation and Benefits
- Full-time role.
- NYC-based position with an expectation of coming into the office 3 days per week.
Skills
AI Automation, HubSpot, Dialpad, CRM, Ticketing Systems, Customer Onboarding, Invoicing, Workflow Automation, Process Documentation, Customer Access Management
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