Customer Success Operations Specialist

DevRev

At DevRev, we’re building the future of work with Computer – your AI teammate.

Computer is not just another tool. It’s built on the belief that the future of work should be about genuine human connection and collaboration – not piling on more apps.
Computer is the best kind of teammate: it amplifies your strengths, takes repetition and frustration out of your day, and gives you more time and energy to do your best work.

How?

Easy: it’s the only platform capable of…

Complete data unification
Most AI products focus on either structured data (like CRM records and support tickets), or unstructured data (like documents and emails). Computer AirSync connects everything, unifying all your data sources (like Google Workspace, Jira, Notion) into one AI-ready source of truth: Computer Memory.

Powerful search, reasoning, and action
Once connected to all your tools and apps, Computer is embedded in your full business context. It can find and summarize, sure. Even more impressive: it offers employees insights, strategic and proactive suggestions, plus powerful agentic actions.

Extensions for your teams and customers
Computer doesn’t make you choose between new software and old. Its AI-native platform lets you extend existing tools with sophisticated apps and agents. So your teams – and your customers – can take action, seamlessly. These agents work alongside you: updating workflows, coordinating across teams, and syncing back to your systems.

This isn’t just software. Computer brings people back together, breaking down silos and ushering in the future of teamwork, through human-AI collaboration. Stop managing software. Stop wasting time. Start solving bigger problems, building better products, and making your customers happier.

We call this Team Intelligence. It’s why DevRev exists.

Trusted by global companies across multiple industries, DevRev is backed by Khosla Ventures and Mayfield, with $150M+ raised. We are 650+ people, across eight global offices.

About the Role

We’re looking for a Customer Success Operations Specialist to help scale and optimize how we deliver value to customers. This role sits at the intersection of process design, automation, and data intelligence, driving tangible efficiency and visibility across the Customer Success organization.

You’ll be responsible for designing and implementing AI-driven workflows and automations that make our teams faster, smarter, and more consistent — directly impacting customer outcomes and team productivity.

What You’ll Do

Process Optimization

• Identify, document, and continuously improve core Customer Success processes (onboarding, adoption, renewals, churn management).
• Map and redesign workflows to reduce manual effort and improve scalability across customer segments.
• Implement agentic solutions and AI-assisted systems that automate routine tasks and decision-making.

Efficiency Enablement

• Build and deploy workflow automations and AI assistants that enhance productivity and reduce time-to-action for the CS team.
• Collaborate with cross-functional teams to align automation initiatives with key business objectives.
• Measure and communicate the tangible efficiency and impact of automation-driven improvements.

Playbook Management

• Create, maintain, and evolve standardized playbooks for implementation, renewals, and churn mitigation.
• Ensure all Customer Success team members have access to clear, up-to-date operational guidance and best practices.
• Leverage automation and knowledge management tools to keep playbooks dynamic and actionable.

Data & Performance Insights

• Partner with CX Operations and Analytics to define KPIs and performance dashboards.
• Use data to identify friction points, monitor automation performance, and guide continuous improvement.
• Translate insights into actionable recommendations for leadership and Customer Success Managers.

What We’re Looking For

• 2–5 years of experience in Customer Success Operations, Business Operations, or Process Optimization roles.
• Background in Industrial Engineering.
• Proven ability to design and implement automation workflows (Zapier, Make, Python, or internal tools).
• Familiarity with AI platforms (e.g., OpenAI API, LangChain, or similar) and enthusiasm for building agentic solutions.
• Analytical mindset — comfortable working with data, SQL, and dashboards (e.g., BigQuery, Looker, Tableau).
• Experience in SaaS or Customer Success organizations (experience with platforms like Gainsight, Catalyst, or Totango is a plus).
• Strong process-thinking skills, structured communicator, and proactive collaborator.

Culture

The foundation of DevRev is its culture -- our commitment to those who are hungry, humble, honest, and who act with heart. Our vision is to help build the earth’s most customer-centric companies. Our mission is to leverage design, data engineering, and machine intelligence to empower engineers to embrace their customers. 

That is DevRev!