CS Operations Specialist - Red Canary

Dave Epperly
Dave Epperly Member Posts: 23 Thought Leader
Third Anniversary 5 Comments
edited August 2021 in Job Board Community


Red Canary - Customer Success Operations Specialist

We are looking for a structured, precise, and highly collaborative individual to join our Revenue Operations team as a Customer Success Operations Specialist. You will build Customer Success workflows, processes, and reporting to support the team as they work to expand, retain and support our customer base by being their security ally. Our company and team is scaling rapidly and you will be instrumental in ensuring that we maintain the highest quality standards during our rapid growth.

You are a results-driven,  well-organized individual who loves problem solving and collaborating with other teams. You have an eye for finding gaps and inefficiencies in workflows and processes, and have the knowledge and experience to fix and solve for those gaps, while leaning on other team members for their knowledge. You live in the tactical details of operations while maintaining sight of the 30,000-foot view of our company objectives.

What You'll Do

    • Ensure that the Red Canary CSM team operates in the most efficient manner possible
    • Gather, refine, and track Customer Success requirements for process/tool improvements using agile best practices
    • Manage impactful customer-messaging campaigns
    • Produce reporting for CSM leadership
    • Design and report on CSM workload measures
    • Produce, organize, and maintain CSM tool and process process documentation

What You'll Bring

    • Experience in operations for a complex SaaS renewal and expansion customer success team required
    • Minimum of three years experience working in customer success 
    • Experience forecasting renewals and expansions, including tooling and operations workflows, especially with Salesforce CPQ
    • High aptitude for data manipulation and technical integrations between tools
    • Cyber security, MDR experience or high-tech operations experience preferred
    • Experience with an agile/scrum work and iteration framework preferred

Targeted base salary range: $80,000 - $100,000 + bonus eligibility and equity depending on experience.