Customer Success Operations Associate

JOB OVERVIEW

We are seeking a dynamic Customer Success Specialist to join our team, working directly with the Director of Customer Experience. This role will focus on special projects across our portfolio of companies, ensuring exceptional customer experiences and driving growth through user-centered strategies. The ideal candidate will have a strong background in customer success, process optimization, and analytical insights to improve user journeys and support upsell opportunities.

Key Responsibilities:
Develop and maintain user journey maps to optimize customer experiences and identify opportunities for improvement.
Redesign and enhance customer success templates, processes, and communication workflows to streamline operations and improve efficiency.
Create and refine upsell content, identifying opportunities to increase revenue and enhance customer engagement.
Analyze existing success and customer experience flows to uncover pain points, inefficiencies, and growth opportunities.
Work collaboratively with cross-functional teams (product, sales, marketing) to ensure alignment on customer success strategies.
Provide insights and data-driven recommendations to enhance customer satisfaction and retention.
Manage and support special projects across the Adly portfolio, with a focus on driving continuous improvement and best practices.

Qualifications:
Proven experience developing user journey maps and optimizing customer success processes.
Strong analytical skills with the ability to interpret data and provide actionable insights.
Experience rewriting templates, processes, and upsell content to improve customer satisfaction and drive revenue.
Excellent project management skills with the ability to handle multiple priorities and special projects simultaneously.
Strong communication and interpersonal skills, with experience collaborating with cross-functional teams.
Passion for customer success and a proactive, problem-solving approach.
Familiarity with customer success tools and CRM platforms.
Data analysis experience using tools such as Excel, SQL, or other analytics platforms.

PERKS:
We expect you to work Los Angeles hours, however, we are very flexible with scheduling; if you're communicative and give us reasonable notice, we have no problem with you taking that trip with your family in two weeks or taking this Friday off because you're not feeling well.
We currently have a full-time team in the Philippines that you will be working closely alongside.


ABOUT US:
Adly is a dynamic private equity firm specializing in internet tools. We are committed to fostering a culture of continuous learning and improvement, and we're looking for a Learning and Development Specialist to join our team.



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HOW TO APPLY


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