[Hiring] Customer Success Operations Specialist @IDC Research Inc.

Role Description

We are seeking a highly execution-oriented Customer Success Operations Specialist to refine, optimize, and assist in scaling the systems, processes, and workflows that enable our Customer Success organization to drive retention, expansion, and measurable customer value. This role sits at the intersection of CS, RevOps, IT, Product, Sales, and Finance, and will be a part of the operational backbone of the post-sale customer journey.

The ideal candidate combines hands-on technical capability (CS platforms, CRM, automation tools) with strong process design skills and a demonstrated ability to leverage automation and emerging AI tools to improve efficiency and scale. This is a builder role — not a strategist removed from execution. You will:

• Configure tools, build automations, refine processes, train teams, and continuously improve how Customer Success operates.
• Experiment with and implement AI-driven workflows.
• Identify practical opportunities to reduce manual work and enhance CSM productivity.

Qualifications

• 3–6 years in Customer Success Operations, RevOps, or Customer Success systems roles.
• Hands-on experience with at least one CS platform (Gainsight, Totango, ChurnZero).
• Hands-on experience with AI tools (e.g., ChatGPT, Claude, copilots, workflow automation platforms) in a professional or operational context.
• Strong Salesforce experience (workflow rules, reporting, object design).
• Demonstrated experience building and optimizing customer lifecycle processes.
• Experience supporting onboarding, success planning, QBRs, and renewal workflows.
• Experience developing enablement materials and training frontline teams.
• Comfortable working cross-functionally with technical and non-technical stakeholders.

Requirements

• 100% Remote.
• <10% travel.

Benefits

• 15 vacation days per year (increases with tenure; carryover allowed).
• 10 paid sick days per year.
• 1 week paid new parenting leave.
• Flexible work options (remote, part-time, flexible hours).
• Health, dental, vision, and paramedical coverage for you and your family.
• $1,600 annual healthcare spending account.
• Employee Assistance Program for counseling and support.
• Best Doctors medical second opinions.
• Life, AD&D, and long-term disability insurance.
• Retirement savings plan with company match (up to 4% of salary).
• $75/month technology allowance for home office or phone expenses.
• Company-paid cell phone plan.

Company Description

At IDC, your work helps shape how the world understands technology and where it goes next. You collaborate with curious, high-caliber colleagues who value rigor, integrity, and shared success. As the premier global provider of trusted technology intelligence, IDC equips business and technology leaders with the evidence they need to make confident decisions.

• Recognized by IIAR as Analyst Firm of the Year for five consecutive years.
• More than 1,000 analysts worldwide with a truly global perspective.
• Combines deep expertise with practical relevance.
• Offers a culture that supports growth, collaboration, and long-term career development.