BizOps Specialist, Customer Success

Summary

Join Supermetrics as a Bizops Specialist, Customer Success and become a catalyst for transformation within our global customer organization. This role involves rethinking and rebuilding how our Customer Success organization operates, focusing on analyzing processes, designing innovative solutions, and implementing technology to automate functions. You will act as the chief architect for new operational models, building internal tools and leveraging AI and LLM technologies. The position requires a demonstrated history of solving complex problems, an entrepreneurial mindset, and hands-on experience building solutions in Python or Go. You will collaborate cross-functionally and champion your solutions, ensuring team adoption. This is an unparalleled opportunity to make a significant impact.

Requirements

• A Track Record of Impact: You have a demonstrated history of solving complex problems with clever, effective solutions. We're more interested in your portfolio of impactful projects than your years of experience
• Entrepreneurial Mindset: You are a self-starter who thinks like an owner. You possess the wits and "liminal thinking" to see challenges from new angles and the drive to move ideas from concept to completion
• Hands-On Builder: While this isn't a pure software engineering role, you must have practical experience building and deploying solutions in Python, Go , or a similar language. You know how to help yourself and create simple yet powerful applications and integrations
• AI and LLM Proficiency: You are fluent in the AI and LLM tech space with hands-on experience in applying these technologies to business processes
• Business Acumen: You have experience working with business systems and an understanding of their inner workings. Familiarity with tools in our stack ( Hubspot, Salesforce, Freshdesk ) is a major plus
• Exceptional Communicator and Influencer: You can clearly articulate complex ideas and inspire others. You are skilled at teaching new concepts and driving adoption across teams

Responsibilities

• Analyze and Identify: Dive deep into the processes and workflows of our Customer Success teams (including Customer Support, Scaled Customer Success, and Account Management) to pinpoint inefficiencies and opportunities for radical improvement
• Design and Architect: Act as the chief architect for new operational models. You will design innovative, tech-enabled solutions and streamlined processes that dramatically increase productivity and effectiveness
• Build and Implement: Engage in hands-on development to bring your vision to life. This includes building internal tools, connecting systems via APIs, and deploying automation solutions using languages like Python or Go
• Leverage AI: Be the go-to expert for applying AI and LLM technologies to solve real-world problems for our customer-facing teams, moving beyond theory to practical implementation
• Drive Change: Act as an active participant in the Customer Success leadership team. You will champion your solutions and lead enablement efforts, ensuring teammates and their managers are on board and proficient with new tools and processes
• Partner and Collaborate: Work cross-functionally, especially with our Data and Engineering teams, to leverage the right resources and ensure your solutions are robust, scalable, and effective

Preferred Qualifications

• Experience in a fast-growing B2B SaaS company
• Familiarity with Google Cloud Platform (GCP)
• A strong portfolio of personal or professional projects you can share and discuss

Benefits

• A comprehensive benefits package that includes equity options
• Great work equipment, and home office allowance for those working in our fully remote locations
• Health care benefits and leisure time insurance
• Sports and well-being allowance