Customer Success Systems Administrator

What's the Opportunity:

We are seeking a highly motivated and experienced Customer Success Systems Administrator to join our Customer Success Operations Team. In this role, you will take ownership of critical operational processes and integrations that enable our team to deliver exceptional customer experiences. You will help lead projects related to our core platforms, while also driving the development of playbooks, process documentation, and scalable workflows. Your strategic and hands-on approach will ensure customers receive maximum value from their AssetWatch products, while empowering our internal teams with efficient and reliable processes.

Integration and Process Leadership

• Manage integrations with Salesforce, Vitally, and Make.com ensuring data quality, automation, and alignment with business goals.
• Create and maintain data quality dashboards, lead data quality review meetings, and drive action plans to resolve inefficiencies or potential gaps.
• Own the resolution of billing and subscription-related errors, including end-of-month reporting, while documenting scalable solutions for any recurring or one time issues.
• Oversee the billing ticket workflow ensuring timely triage and resolution of issues.

Customer Success Automations & Operational Workflows

• Partner with Customer Success leadership to automate and standardize best practices within core systems, ensuring consistent, high-quality customer experiences through data-driven workflows.
• Translate new processes or platform changes (Salesforce, Vitally, etc.) into clear, scalable workflows and internal documentation.
• Establish and manage a CS-Ops help channel to intake and prioritize requests from Customer Success and Operational teams.

Work Order, Renewal, & Hierarchy Management

• Oversee the Work Order process, from initial installations through return orders, ensuring process remains efficient as changes are made.
• Partner with CSMs to track renewals, ensuring they are processed efficiently and without delay.
• Manage Salesforce hierarchy adjustments (e.g., account merges, structure changes), clearly communicating impacts to stakeholders.
• Act as the primary point of contact for resolving implementation and subscription-related issues, coordinating with stakeholders to ensure swift resolution.

Operations Process Documentation & Reporting

• Create and maintain detailed documentation for all Customer Success Operations processes, ensuring clarity and accessibility.
• Assist with capturing cross-functional requests from Operations, documenting them in Notion and Jira.
• Support building Salesforce and Vitally reports or dashboards for stakeholders across all levels of the business.
• Support teams with Salesforce-to-AssetWatch linked issues, including setting up QA environments for testing.

Team Collaboration, Enablement, & Continuous Improvement

• Conduct regular “office hours” with Operations departments to capture needs, provide guidance, and resolve recurring questions.
• Partner closely with leadership to align operational initiatives with broader company objectives.
• Work within defined sprints to exceed team objectives and drive overall efficiencies.

Qualifications: 

• Bachelor’s degree in a related field or equivalent work experience.
• Proven experience in Customer Success Operations, project management, or a similar role, preferably in a SaaS or technology environment.
• Proficiency with Salesforce, Vitally, Slack, Notion, Make, and related tools.
• Strong communication, problem-solving, and leadership skills with a track record of driving cross-functional initiatives.
• Demonstrated ability to manage complex projects, resolve data or process errors, and design scalable workflows.
• Ability to identify process improvements and solution potential remedies while working hands on.
• A tech-savvy mindset with the ability to quickly adapt to new tools and evolving business needs.

This role is located in the United States

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