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Customer Success Operations Specialist
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About Assent
Assent is a leading provider of supply chain sustainability solutions for top-tier manufacturers committed to sustainability. We help businesses identify and mitigate hidden risks within their supply chains, leveraging expert insights and cutting-edge technology.
We are proud to have achieved Centaur Status by crossing the US$100M ARR milestone, making us the first and only Certified B Corporation in North America's SaaS sustainability industry to reach this significant achievement. With a $350 million US funding led by Vista Equity Partners, we are poised for continued growth and expansion.
Our Hybrid Work Model
At Assent, we embrace a remote-first work model, valuing the flexibility and autonomy it provides our team. We also recognize the benefits of occasional in-person collaboration. Team members located within 50 km/31 miles of our global offices in Ottawa, Eldoret, Penang, Columbus, and Amsterdam are expected to come into the office at least one day a week. Similarly, those near our co-working spaces in Nairobi and Toronto are encouraged to work onsite once a month.
Job Description: Customer Success Operations Specialist - Digital Strategy
Reporting to the Manager, Customer Success, this role will play a vital part in ensuring program success by streamlining operations and improving processes for our Digital Solution Strategy (DSS) team. The Customer Success Operations Specialist will be responsible for managing renewals, driving operational efficiency within the team, and designing 1:Many outreach programs.
This position focuses on optimizing customer success initiatives through data-driven strategies and process improvements. You will work closely with the DSS team to ensure seamless customer onboarding, ongoing support, and successful adoption of our digital solutions.
Key Responsibilities:
- Develop and implement operational processes to enhance efficiency and effectiveness within the DSS team.
- Manage customer renewals and proactively identify opportunities for upselling and cross-selling.
- Design and execute targeted outreach programs to engage customers and drive product adoption.
- Analyze customer data to identify trends, insights, and areas for improvement.
- Collaborate with cross-functional teams to ensure seamless customer experience.
Qualifications:
The ideal candidate will possess a strong understanding of customer success principles, excellent communication and interpersonal skills, and a data-driven approach to problem-solving. Experience in the SaaS industry is highly desirable.
