Senior Customer Success Operations - Remote

About the Role

We are seeking a Senior Customer Success Operations professional to join our dynamic team at Filigran. This remote role is pivotal in enhancing our customer experience and operational efficiency through innovative solutions. You will be the operational backbone that connects our tools, processes, and AI strategy into a cohesive, high-performance engine.

What You'll Do

• Own and optimize the Customer Success tooling stack, primarily using Jira and Planhat.
• Design and implement automations to eliminate manual work and reduce response times.
• Build integrations and workflows that connect our systems to create a seamless operational layer.
• Extract maximum value from existing data by building dashboards and reports.
• Refine and optimize the usage of AI for Customer Success, identifying leverage points across operations.
• Develop and continuously improve AI agents to support internal teams and customers.
• Coordinate and improve processes between Customer Success and other teams to ensure smooth service delivery.
• Champion a culture of continuous improvement across all tools and processes.

Requirements

• Significant experience in Customer Operations, Revenue Operations, or a similar role.
• Strong ability to design, build, and optimize workflows across multiple tools.
• Hands-on experience with Jira and a Customer Success Platform (Planhat preferred).
• Genuine interest in AI technologies and experience in integrating AI into operations.
• Strong analytical mindset with the ability to extract insights from data.
• Excellent communication skills to collaborate with both technical and non-technical stakeholders.
• Autonomous, proactive, and ownership-driven.

Nice to Have

• Experience with Notion and HubSpot.
• Experience with API integrations and no-code automation platforms.
• Background in SaaS and/or the cybersecurity environment.
• Understanding of customer lifecycle management.
• Comfortable working in a remote, async-first environment.

What We Offer

• Competitive pay + equity.
• Remote-first, flexible work environment.
• Your setup, your choice – pick the gear that works for you.
• Twice-a-year gatherings for regional and global offsites.
• Inclusive culture that values diversity and collaboration.