Job
Description
Configure and manage Customer Success Platform (Custify) to enable the Customer Success team to drive value realisation for customers Develop and maintain health scorecards, automated workflows, and playbooks to support scalable customer success processes. Collaborate with Customer Success Managers (CSMs), Sales, Implementation, and Support teams to align platform configurations with customer objectives. Optimise platform processes to improve efficiency, reduce manual tasks, support tech-touch customer interactions and integrate with CRM tools (e.g., Salesforce, HubSpot) for seamless data flow. Serve as the primary point of contact for platform-related queries, resolving technical issues and ensuring smooth user experiences. Educate internal Customer Succes teams (CVR, Implementation, Support) on the platform-driven features and best practices. Identify opportunities to enhance data insights and productivity enhancement initiatives. Generate reports from platform analytics for account reviews, highlighting value realization and supporting renewal discussions through useful data insights. Required Skills Platform Configuration : Intermediate proficiency in configuring Custify, Zapier or Gainsight, including workflows, playbooks, health scorecards, and dashboards. Data Analytics : Intermediate ability to analyze customer usage data and derive actionable insights to drive adoption, retention, and process optimization. Process Automation : Intermediate skills in developing automated workflows and playbooks to enhance scalability and reduce manual tasks. Customer Success Operations : Intermediate knowledge of account health monitoring, onboarding processes, and CRM integration (e.g., Salesforce, HubSpot). Cross-Functional Collaboration : Intermediate ability to work with Sales, Support, Implementation, and Product teams to align platform configurations with customer needs. Technical Proficiency : Intermediate IT skills to manage platform integrations, troubleshoot issues, and learn new software quickly. Communication : Intermediate verbal and written skills to educate customers, resolve queries, and present data insights to stakeholders. Show more Show less
