RevOps Specialist - Customer Success

About the Role

The Rev Ops 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 Hub Spot 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 Rev Ops 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.

• Strategic Business Partnership:
  Attend key CS and Support planning, Q , 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 Hub Spot 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 Hub Spot Service Hub updates.

• 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.

• 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.
• Hub Spot Knowledge:
  Deep working knowledge of Hub Spot (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 Hub Spot 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.

• Hub Spot Service Hub certification or equivalent hands‑on experience.
• Experience with CS platforms (e.g., Gainsight, Totango, Churn Zero, Intercom) and support platforms (e.g., Zendesk, Freshdesk), particularly regarding CRM data integration.
• Experience supporting queue management, SLA governance, or escalation…