Customer Success Operations
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Job Description
This is a remote position.
The Customer Success Operations (CSO) professional is a curious empathetic partner who excels at understanding client needs and proactively addressing them. They confidently prioritize across a diverse portfolio combining strategic thinking with hands-on execution. Comfortable navigating ambiguity they take full ownership of challenges and collaborate effectively with peers and cross-functional teams to deliver solutions. Their primary mission is to ensure exceptional client outcomes while building scalable practices that support the growth of the business.
As Great Place to Work Middle East continues to evolve the scope and responsibilities of this role may adapt in line with business needs and strategic priorities. Flexibility and a growth mindset are essential.
The Role
Customer Success Operations serves as the essential link between our Product List and Certification teams. Acting as advocates for Great Place to Work customers CSO professionals help organizations maximize the value of Emprising (our employee survey platform) Certification and participation in Best Workplaces Lists. They support clients by guiding platform setup connecting them with research and events and partnering with the List team to unlock the full benefits of brand recognition.
The function centers on strengthening client relationships enhancing retention and deepening engagement within the Great Place to Work community. CSO professionals also play a critical role in onboarding and driving adoption of Emprising.
Key Responsibilities
Serve as a trusted advisor guiding clients to realize the full value and opportunities offered by Great Place to Work.
- Become an expert in all Great Place to Work products and services.
- Understand each client s goals to position Emprising and other solutions as strategic tools to achieve their objectives.
- Manage a portfolio of high-touch accounts overseeing onboarding training ongoing advising and regular check-ins to drive platform adoption.
- Identify areas of dissatisfaction or improvement sharing insights with Product Teams Account Managers and the broader organization to support continuous enhancement.
- Provide expertise and best practices in survey design and data structuring.
- Keep clients informed about product updates enhancements bug fixes upcoming GPTW events research and recognition programs.
- Recognize and elevate opportunities for upselling or cross-selling partnering closely with the Account Manager.
- Maintain availability for occasional after-hours support or regional travel as needed.
Requirements
Experience & Requirements
- Education: BA or BS degree required.
- Experience: Minimum of 2 years in Customer Success; experience growing with a start-up is a plus.
- Proven success in building and managing client relationships virtually.
- Demonstrated leadership teamwork and client management capabilities.
- Skilled at navigating conflicts and meeting tight deadlines.
- Comfortable managing projects across multiple teams and work streams.
- Capable of working independently and thriving in a remote-first team environment.
- Proficient in data analysis using Excel.
- Experienced with or similar CRM systems with a strong willingness to learn new tools.
- Excellent written and verbal communication skills.
Attributes of the Ideal Candidate
- Passionate about Great Place to Work s mission and values.
- Enjoys partnering with clients and collaborating to solve challenges.
- Self-driven accountable and comfortable operating in dynamic environments.
- A strategic thinker who also excels at execution.
- Energized by design thinking eager to build test refine and implement new ideas and processes.
- Naturally builds strong trusted relationships across teams and functions.
Experience & Requirements Education: BA or BS degree required. Experience: Minimum of 2 years in Customer Success; experience growing with a start-up is a plus. Proven success in building and managing client relationships virtually. Demonstrated leadership, teamwork, and client management capabilities. Skilled at navigating conflicts and meeting tight deadlines. Comfortable managing projects across multiple teams and work streams. Capable of working independently and thriving in a remote-first team environment. Proficient in data analysis using Excel. Experienced with or similar CRM systems, with a strong willingness to learn new tools. Excellent written and verbal communication skills. Attributes of the Ideal Candidate Passionate about Great Place to Work s mission and values. Enjoys partnering with clients and collaborating to solve challenges. Self-driven, accountable, and comfortable operating in dynamic environments. A strategic thinker who also excels at execution. Energized by design thinking eager to build, test, refine, and implement new ideas and processes. Naturally builds strong, trusted relationships across teams and functions.
Employment Type
Full Time
