Customer Success Operations Lead

About the role

The Customer Success Operations LEADis responsible forbuilding scaling andoptimizingthe operational systems that enable Forterras Customer Success organization to deliver high-quality field service training and support at scale. This role acts as a force multiplier for the Director of Customer Success owning internal tools processes data and planning functions across Field Service and Training.

This individual will ensure that Customer Successoperatesefficiently predictably and with strong data visibility as deployments scale across customers and environments. This role will help operationalize long-term Customer Success strategy and systems to allow for the organization to effectively scale. This role will also serve as a deputy to the Director of Customer Success when needed.

What youll do

Field Service Systems & Portal Ownership

• Lead implementation integration and continuous improvement of the Field Service Manager Portal / Customer Portal

• Define workflows for:

• Ticketing and support intake

• Asset visibility and configuration tracking

• Field service reporting and updates

• Drive adoption across internal teams and customers

• Own training documentation and feedback loops for the platform

Training Program Transformation

• Redesign and operationalize the end-to-end training lifecycle:

• Curriculum structure (Operator Maintainer Train-the-Trainer)

• Scheduling tracking and certification

• Content standardization and version control

• Partner with Technical Writing and SMEs to ensure scalable high-quality materials

• Introduce systems/tools to track training completion effectiveness and refresh cycles

Field Service Planning & Scheduling

• Help manage Field Service deployment planning and scheduling model including:

• Capacity planning

• Forecasting support needs across programs

• Standardizing intake requirements

• Manage incoming requests improvepredictabilityand reduce last-minute firefighting

Field Service Workforce Enablement (Training Tools AI)

• Assistwith developing andmaintaining:

• FSR onboarding and continuous training programs

• Playbooks troubleshooting guides and knowledge base

• Evaluate and deploy tools (including AI) to:

• Assisttroubleshooting

• Improve documentation access

• Capture tribal knowledge from experienced FSRs

• Ensure consistency in field execution across sites and programs

Resource Utilization & Performance Management

• Track key metrics and define new potential metrics:

• FSRutilization

• Time on site vs. travel vs. idle

• Support response and resolution timelines

• Build dashboards tomonitorteam performance andidentifyinefficiencies

• Partner with leadership on staffing models and hiring plans

• Assist with KPI refinement based on data

Data Analytics & Continuous Improvement

• Establish data capture standards across:

• Field service activities

• Training outcomes

• Support interactions

• Build andmaintaindashboards that provide:

• Operational visibility

• Customer health signals

• Efficiency insights

• Translate data into actionable improvements in process staffing and tooling

Minimum Qualifications

• 4-6 years in:Field service operations customer success operations or technical program management

• Experience scaling service organizations in hardware software environments (ideally robotics autonomy defense or similar)

• Background experience in systems implementation (CRM FSM tools portals etc.)

• Operational design and process building

• Data analytics and dashboarding (e.g. SQL BI tools etc.)

• Strong project/program management

• Ability to translate ambiguous problems into structured systems

• Comfort working cross-functionally in fast-moving environments

Preferred Qualification:

Experience with:

• • Field service organizations

• • Training program development

• • AI/knowledge management tools

• • Autonomous systems or complex hardware deployments

US Salary Range
$105000 - $140000

Location

On-Site in Clarksburg MD

25% - 33% Travel Required

The salary range for this role is an estimate and is based on a wide variety of compensation factors. The salary offered to candidates will vary based on a variety of factors including (but not limited to) relevant work experience education specialized training critical expertise training and more. Equity in Forterra is included in most of our full-time high-demand roles and is therefore considered part of Forterras overall compensation addition to base salary and equity Forterra offers competitive benefits for full-time employees including:

• Premium Healthcare Benefits: Three plan options including an HSA-eligible plan with Forterra covering 80% of the plan premium for you and your dependents.
• Basic Life/AD&D short and long-term disability insurance plans 100% covered by Forterra plus the option to purchase additional life insurance for you and your dependents.
• Extremely generous company holiday calendar including a winter break in December.
• Competitive paid time off (PTO) offering 20 days accrued per year.
• A minimum of 7 weeks fully paid parental leave for birth/adoption.
• A $9k annual tuition reimbursement or professional development stipend.
• Fully stocked beverage refrigerators with all the Celsius your little heart desires.
• 401(k) retirement savings plan including traditional Roth 401(k) and after-tax deferral with company match up to 4%.

Your recruiter will be able to share more information about our salary and benefits offering during the hiring process.

CLEARANCE ELIGIBILITY - This position may require eligibility to obtain and maintain a U.S. security clearance. For more information about U.S. Security Clearances:click here.

Forterra is an equal-opportunity employer providing and promoting equal employment opportunity in all personnel are unique talented individuals who are united through a shared passion to deliver autonomous systems that enable national resilience and a robust supply chain.

All qualified applicants will receive consideration for employment without regard to any factor including veteran and disability status and criminal history in accordance with applicable local state and federal laws.

Forterra is also committed to working with and providing reasonable accommodations to individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the interview process.

To see Forterras candidate data privacy policy please visitForterra Legal Job Applicant Privacy Notice.