Customer Success Operations Specialist

Why should you consider joining Auvik?

• You want to work at a company that is building impactful, relevant technology. Auvik’s network management software helps IT teams by automating time-consuming tasks, streamlining operations, and mitigating risk. It’s more important than ever to be able to remotely monitor and manage network infrastructure, and with Auvik, IT professionals have that essential visibility and control.

• You want to work with a leadership team who are transparent and trustworthy. Our senior leaders have a vision for Auvik. They are experienced, knowledgeable, approachable, and consistently working hard to drive success, both for the company and the team of people who make it happen.

• You want to work with a product customers love. People rave about what we’ve built. Our customers are smart, aspirational, and highly technical. It pays to get the details right.

• You want regular opportunities for learning and growth. With ongoing feedback from leadership, you’ll find that Auvik encourages you to be your very best. Our onboarding process is thorough and informative because we want to make sure you’re prepared to have a great work experience. We also have programs designed to help you take the next steps you want for your career.

• You want the flexibility to manage your work, your way. We’re a fully distributed team and we’re prepared to continue to support working from home (or the space you choose!). We trust you to get the job done where you feel most comfortable and effective.

What’s this role about?

As a Customer Success Operations Specialist, you'll help scale Auvik's Customer Success organization through systems administration, process optimization, reporting, and automation.
Working closely with the Sr. Manager of Customer Success & Operations, you'll own the day-to-day administration of our core Customer Success technology stack.
You'll ensure our teams have the tools, workflows, and insights needed to drive customer retention, expansion, and exceptional customer experiences.

What will I be doing?

• Administer and optimize Customer Success platforms
• Manage workflows, automations, integrations, and system configurations.
• Maintain data quality, system governance, and user permissions.
• Troubleshoot issues and partner with vendors when required.
• Build and maintain dashboards and operational reporting.
• Automate recurring reports and improve data visibility.
• Monitor customer health, adoption, retention, and expansion metrics.
• Support forecasting, planning, and performance measurement.
• Document and refine Customer Success processes and playbooks.
• Identify opportunities to improve efficiency through automation and standardization.
• Support Digital Customer Success programs and customer lifecycle initiatives.
• Partner with Customer Success, Revenue Operations, Sales, Marketing, Product, and Support teams.
• Gather requirements and translate business needs into scalable operational solutions.
• Support implementation of new tools, integrations, and AI-enabled initiatives.

What are we looking for?

• 3+ years of experience in Customer Success Operations, Revenue Operations, Sales Operations, or a similar role.
• Experience administering customer-facing business systems and platforms.
• Experience building workflows, automations, and integrations.
• Strong reporting and analytical skills.
• Experience working with Salesforce or similar CRM platforms.
• Strong Excel or Google Sheets skills.
• Excellent organization, documentation, and problem-solving abilities.

Are there bonus points?

• Experience with Totango, Pendo, Salesforce, Zendesk, and/or Chili Piper.
• Experience with customer lifecycle management and customer health programs in a SaaS environment
• Experience implementing AI-enabled workflows
• SQL, Python, or JavaScript skills
• Experience supporting Digital Customer Success programs

We’re actively hiring for this role and looking to bring someone great onto the team as soon as possible. 

About Auvik

Auvik delivers cloud-based network management software that gives IT teams instant visibility and control over their infrastructure — whether on-site, remote, or dispersed across global networks. Our platform automates network discovery, mapping, monitoring, configuration backups, traffic analysis and alerting, so IT professionals and MSPs can manage complex, multi-site environments with ease.

We’re focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply. We are happy to make any accommodations you may need throughout the interview process as well. 

Auvik is an Equal Opportunity Employer and considers applicants for employment without regard to race, colour, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, provincial, or local law.

Hiring Process

At Auvik, our hiring process is designed to be personal, transparent, and human-led. Our Talent Acquisition Partners review all resumes, connect with candidates whose skills and experience aligns with the role, and stay in communication with you throughout your journey. If our interests align, you'll meet with a hiring manager, as well as additional members of the hiring team in follow-up conversations. All of your interviews will take place via Zoom.

Before meeting with a hiring manager, we also ask candidates to complete a 5-minute Predictive Index (PI) assessment. This helps us understand and match your strengths and work preferences with roles that will set you up for success.

We use AI tools to support administrative tasks in the hiring process; such as helping source candidates, drafting communications, and interview summaries, so our team can stay focused and present during conversations. We do not use AI tools to interview, screen or assess candidates; or determine who moves forward in the process. We debrief and consider the full context of every conversation before making hiring decisions. We believe hiring requires judgment that can be augmented but, not replaced by AI.