Job Description:
• Administer and maintain Subscriber Success platforms, including Internal Systems, Vitally, Onboard.io, Staircase, and related tools
• Translate approved strategies and processes into system configurations, workflows, automations, playbooks, lifecycle stages, templates, and user experiences
• Partner with stakeholders to understand desired business outcomes, clarify requirements, and identify dependencies or constraints
• Recommend technically sound alternatives when requested solutions may create unnecessary complexity or fail to achieve the intended outcome
• Configure and maintain health scores, success plans, onboarding workflows, alerts, tasks, segmentation rules, and other operational components
• Build dashboards and reports to monitor onboarding, subscriber health, engagement, adoption, risk, and operational performance
• Support data fields, permissions, integrations, imports, exports, and data synchronization across Subscriber Success systems
• Monitor data quality and system performance, troubleshoot issues, and coordinate with internal teams or vendors as needed
• Test system changes and ensure configurations perform as intended without disrupting existing workflows
• Maintain system documentation, business rules, troubleshooting procedures, user guides, and training materials
• Provide system support and training to users, identifying root causes and resolving issues in a clear and timely manner
• Manage assigned system requests according to priorities established by Subscriber Success leadership
• Gather user feedback and usage insights to improve usability, reliability, data visibility, and process efficiency
• Stay informed about platform and emerging AI capabilities and recommend practical opportunities to improve system administration and operational efficiency
• Occasional travel may be required for team meetings, company events, conferences, or other business needs
Requirements:
• Bachelor’s degree in Business, Information Systems, Analytics, Mathematics, Engineering, Computer Science, or a related field, or equivalent practical experience
• 3-5 years of professional experience in Customer Success Operations, business systems, analytics, process improvement, SaaS administration, or a related operational or technical role
• Strong technical aptitude and ability to learn unfamiliar software systems quickly
• Strong analytical, mathematical, and problem-solving skills with excellent attention to detail
• Process-oriented mindset and interest in understanding how work moves across people, systems, and teams
• Ability to translate business requirements into clear system configurations and implementation steps
• Ability to ask thoughtful questions, challenge unclear assumptions, and recommend alternatives while respecting established decision-making authority
• Strong organizational skills and ability to manage multiple requests and priorities
• Strong written and verbal communication skills, including the ability to explain technical concepts to nontechnical users
• Proficiency with Microsoft Office, particularly Excel
• Ability to work independently in a remote environment while collaborating effectively with stakeholders
• Demonstrated proficiency using generative AI tools for research, analysis, troubleshooting, documentation, and operational efficiency
• Interest in Subscriber Success, Customer Success Operations, business systems, process improvement, SaaS administration, and emerging AI capabilities
• Preferred but not required: Experience with Vitally, Onboard.io, Staircase, a Customer Success platform, CRM, or other SaaS business system
• Preferred but not required: Experience with reporting, data visualization, SQL, system integrations, or workflow automation
• Preferred but not required: Internship, academic, volunteer, or project experience involving systems, analytics, process design, technology, or operations
• Occasional travel may be required for team meetings, company events, conferences, or other business needs
Benefits:
• Annual bonus programs
• Regular team-building events
• Off-cycle reviews
• Happy hours
• Virtual events
• Benchmark Gensuite Team Member Networks, including the Respect for Diversity Group and the Sustainability Group
• Reimbursement of travel expenses, including transportation, accommodation, and meals, according to the company’s travel policy