Customer Success Operations Specialist

About This Role

ABOUT THE ROLE

Spotlight’s Customer Success team manages the post\-sale relationship for our technology company clients, driving retention, expansion, and the kind of deep program value that keeps clients renewing year after year. This is a lean, high\-visibility team where your work has a direct impact on revenue outcomes and the team’s ability to scale.

As CS Operations Specialist, you’ll serve as the operational backbone of the team — owning data integrity, process documentation, and systems infrastructure — while also managing a portfolio of client accounts from post\-onboarding through renewal. You’ll report to the Director of Customer Success and, as the ops infrastructure matures, step into deeper account ownership with a larger, more strategic portfolio.

WHAT YOU’LL DO

Operations \& Systems

• Own data accuracy and integrity across our CS Tech Stack — clean records, reliable activity logs, and account health data the whole team can trust
• Perform regular data audits to ensure consistency and reliability of customer records
• Build and maintain workflow documentation and internal knowledge base articles that help the CS team operate consistently at scale
• Generate reports and dashboards on key CS metrics for leadership
• Provide operational support during new client implementations — system setup, data entry, and cross\-functional handoffs
• Partner with our Information Architect function on overlapping data workflows
• Identify opportunities to reduce manual overhead and improve process efficiency as we scale

Client Success

• Serve as primary CSM for a small portfolio of accounts, owning the relationship from post\-onboarding through renewal
• Conduct custom onboarding tailored to each client’s program structure and goals
• Lead quarterly check\-ins with clients and Consulting Client Team members, identifying retention and expansion opportunities in light of their broader account strategy
• Support high\-touch onboarding activities in partnership with the Solutions Engineer
• Collaborate with the Contracts team on renewals, flagging risk early and supporting retention conversations
• Respond to reactive support tickets and escalate issues appropriately

WHAT YOU BRING

Required

• Systems\-first mindset — you see a messy CRM as a problem worth solving
• High attention to detail and a low tolerance for data inconsistency
• Clear communicator, equally comfortable writing a workflow doc and running a client check\-in
• Ability to operate effectively on a lean team with limited day\-to\-day oversight

Preferred

• 2–4 years of experience in customer success, CS operations, account management, or a related role in a B2B SaaS environment
• Experience with CS platforms such as Gainsight, Salesforce, or HubSpot
• Background in information architecture, data management, or CS operations tooling
• Familiarity with B2B SaaS onboarding and renewal workflows

DETAILS

Work style: Hybrid · Kansas City, MO (preferred)

We are a fun, smart, growing firm based in Kansas City’s Crossroads neighborhood — and a seven\-time recipient of the KC Business Journal’s Best Place to Work award. Learn more at spotlightar.com.

Spotlight is an equal opportunity employer. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.