Senior Customer Operations Specialist

🔥 0 minutes ago

🗽 New York – Remote

🗽 New York – Remote

💵 $65k - $85k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

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Stacker

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

📣 Marketing

📱 Media

☁️ SaaS

Marketing • Media • SaaS

Stacker is a content distribution and newsroom-as-a-service platform that syndicates brand editorial stories to 3,000+ vetted publishers, helping brands earn coverage, backlinks, and AI citations while giving publishers free editorial-ready content. It optimizes stories for AI visibility and search, provides native distribution, content optimization, reporting (including GEO and pickup reporting), and a Story Hub/newsfeeds product that scales local newsroom and earned media programs for brands, publishers, and agencies.

📋 Description

• Own and continuously improve HubSpot and connected customer operations systems, including properties, lifecycle stages, workflows, automations, integrations, and operational processes • Maintain accurate customer, contract, renewal, and expansion data across HubSpot and PandaDoc • Develop dashboards and reporting for customer health, adoption, renewals, NRR, GRR, logo retention, and forecasting • Support customer segmentation and health scoring by maintaining scoring logic and improving data quality • Create and maintain SOPs, playbooks, governance documentation, process maps, and operational standards • Identify workflow inefficiencies and implement improvements using HubSpot automation, AI-assisted workflows, Clay, Elvex Agents, and other operational tools • Partner with Account Management, Revenue Operations, Finance, and Product on customer operations initiatives • Report to the Sr. Director of GTM Operations • Help build scalable customer operations infrastructure supporting retention and long-term customer growth

🎯 Requirements

• 2–4+ years of experience supporting Customer Success Operations, Customer Operations, Account Management Operations, Renewal Operations, or similar customer-facing operational functions • Hands-on experience administering HubSpot, including workflows, automation, custom properties, lifecycle stages, and reporting • Experience supporting customer health scoring, customer segmentation, or lifecycle management initiatives • Strong understanding of Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and logo retention • Experience building reporting, dashboards, and operational processes that improve visibility into customer performance • Experience creating and maintaining SOPs, documentation, and operational governance • Comfortable leveraging AI and automation tools such as Make, Clay, Claude, or similar platforms • Excellent written communication skills and strong attention to detail • Required authorization to work in the United States; Stacker does not offer visa sponsorship • Nice-to-have: experience supporting Customer Success or Account Management teams within a B2B SaaS organization • Nice-to-have: exposure to ChurnZero, Planhat, TeamSupport, or similar Customer Success platforms • Nice-to-have: experience managing contract, renewal, or expansion workflows within HubSpot CRM • Nice-to-have: experience building customer health reporting, lifecycle governance, or renewal forecasting processes • Nice-to-have: experience in a high-growth, recurring revenue, or MarTech environment

🏖️ Benefits

• Flexible schedules • Unlimited vacation • Employee equity program • Full health & dental coverage • 100% Remote • 3 Months Paid Parental Leave • 401(k) Match • Life Insurance & Short-Term Disability • Team Culture, Events & Retreats • Career growth opportunities • Autonomy • Inclusive, equitable culture