Job Title: Success Operations Engineer
Location: Remote
Employment Type: Full-Time
The Role:The Success Operations Engineer serves as the technical architect behind our Success team's customer engagement strategy. You'll own the automation infrastructure that enables our team to proactively serve school districts helping students learn to read. This role sits at the intersection of customer success operations, data, and AI-enabled communication, translating our team's strategic goals into scalable, automated workflows.
Essential Functions:ChurnZero Platform Administration & Optimization- Serve as the primary operations administrator, owning all aspects of platform configuration, user management, and system optimization
- Setup AI Agents to drive personalized, automated communication across multiple channels
- Optimize our ChurnZero instance for customer communication workflows
- Build and maintain integrations between ChurnZero, Salesforce and other tools in our tech stack using Zapier, APIs, or other integration platforms
- Stay current on ChurnZero platform updates and new features, proactively implementing capabilities that advance team objectives
- Establish governance standards for segmentation, play creation, and data hygiene across all platforms
Automation & Workflow Design- Design, build, and maintain automated customer journeys and plays based on customer health scores, usage patterns, and lifecycle stage
- Create sophisticated customer segments using SQL queries and platform logic to ensure precise targeting
- Develop automated alert systems and workflows that surface at-risk accounts and key opportunities to the team
- Build fail-safes and quality checks to ensure automated communications are delivered correctly and on schedule
- Partner with the Customer Success and IT teams to translate strategic priorities into executable automation workflows
Data & Analytics- Design and build dashboards that provide real-time visibility into customer health, engagement, and team performance
- Write SQL queries to extract, transform, and analyze customer data from multiple sources
- Create reporting infrastructure that tracks key retention metrics, customer health scores, teacher activation rates, and student utilization
- Develop models that support predictive analytics and early warning systems for churn risk
- Ensure data accuracy and consistency across systems through regular audits and validation processes
- Familiarity with HTML and other front-end technologies
AI-Enabled Communication- Build and deploy AI agents for customer communication, using tools like GPT-based systems to personalize outreach at scale
- Develop AI-powered content generation workflows for email campaigns, in-app messages, and customer resources
- Create prompt templates and guardrails that ensure AI-generated communications maintain brand voice and accuracy
- Experiment with emerging AI capabilities to continuously improve communication effectiveness and efficiency
- Work with APIs to connect AI tools with customer data platforms and communication channels
Strategic Partnership- Collaborate closely with the Scaled Success to align automation strategy with team goals and customer needs
- Provide technical consultation on feasibility, effort, and impact of proposed automation initiatives
- Train team members on how to effectively use automation tools and interpret data dashboards
- Document processes, create user guides, and build knowledge resources for the team
- Contribute to strategic planning around service tier definitions, customer segmentation, and engagement models
Qualifications (Education and Experience):- 5+ years of experience in customer success operations, marketing operations, or similar technical operations role
- Expert-level knowledge of ChurnZero, including play creation, segmentation, and reporting
- Strong proficiency with email automation and customer communication workflows
- Demonstrated ability to write and optimize SQL queries for data extraction and analysis
- Experience working with APIs and building integrations between platforms using tools like Zapier, Make (formerly Integromat), Workato, or custom API connections
- Proven track record of building automated workflows that drive measurable business outcomes
- Strong analytical skills with the ability to translate data into actionable insights
- Self-directed work style with ability to manage multiple priorities and projects simultaneously
Preferred Qualifications:- Experience implementing and working with AI tools for communication automation (ChatGPT API, Claude API, or similar)
- Familiarity with Salesforce and CRM data models
- Background in education technology or B2B SaaS customer success
- Knowledge of Python or other scripting languages for data manipulation
- Experience with data visualization tools (Tableau, Looker, PowerBI)
- Understanding of customer success metrics and methodologies
- Previous experience supporting a scaled or tech touch customer success model
Personal Attributes- Systems thinker who can see how pieces connect and design elegant solutions
- Detail-oriented with commitment to data accuracy and quality assurance
- Proactive problem-solver who identifies opportunities before they become requests
- Clear communicator who can explain technical concepts to non-technical stakeholders
- Continuous learner who stays current on new technologies and best practices
- Customer-focused mindset that keeps end-user impact at the center of all work
Benefits:- Competitive Salary
- Medical, dental, and vision benefits
- 401(k) with company matching
- Flexible time off
- Stock option ownership
- Cutting-edge work
- The opportunity to help children around the world reach their full potential
