Customer Success Operations Specialist

As a Customer Success Operations Specialist, you’ll play a critical role in enabling Foley’s digital-first Customer Success motion. You’ll support the execution of scalable customer journeys by building and maintaining workflows, automations, reporting, and AI-powered capabilities that empower our Customer Success Managers and improve customer experience at scale. This is a hands-on role ideal for someone who enjoys turning strategy into action through systems, data, and process excellence.

What you’ll do

• Support the execution and ongoing optimization of digital-first customer lifecycle workflows across the Customer Success Platform and related systems.

• Build, configure, and maintain automated tasks, alerts, segmentation logic, health score inputs, and lifecycle journeys within Planhat.

• Deploy AI-powered tools and automations to improve efficiency, content quality, and customer-facing experiences, including AI-assisted templates, summaries, messaging drafts, and workflow triggers.

• Partner with the Digital Customer Success Program Manager to test, operationalize, and scale new AI capabilities, including emerging AI agent use cases.

• Build and maintain operational dashboards and reporting focused on health scores, usage trends, and playbook performance.

• Collaborate with the data team to perform data quality checks and ensure accuracy for Customer Success use cases.

• Provide insights and analysis to support refinement of digital programs and customer journeys.

• Maintain Customer Success playbooks, workflows, SOPs, and documentation within the Customer Success Platform.

• Upload, tag, and manage customer-facing resources in the centralized library.

• Consolidate CSM feedback, assist with testing new processes, and support rollout of updates.

• Collaborate cross-functionally with Growth, Product, Data, and Enablement teams to support execution of digital Customer Success initiatives.

Who you are

• 1 to 3 years of experience in Customer Success Operations, Revenue Operations, Analytics, or a similar operations or automation-focused role.

• Experience administering Customer Success Platforms or marketing automation tools and comfort working within complex systems.

• Curiosity about and comfort using generative AI tools like ChatGPT or Claude, with interest in applying AI to workflows and operational efficiency.

• Strong analytical and data-driven mindset, with experience working with dashboards, metrics, and performance data.

• Enjoyment of building workflows and automations, with the ability to quickly learn new tools and technologies.

• High attention to detail, strong organization skills, and experience managing projects from start to finish.

• Clear communicator who collaborates well and brings a proactive mindset to their work.

• Motivation to build scalable processes and grow into more strategic Customer Success responsibilities over time.

Location: This role is primarily remote (US based) and will work in EST hours, with the expectation of occasional visits to our offices for team collaboration, training, or company events.

This role may be based remotely out of the following states: Arizona, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Kansas, Massachusetts, Michigan, Nebraska, New Hampshire, New Jersey, New York, North Carolina, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Virginia, Wisconsin

At Foley, we’re reimagining how safety-sensitive industries hire, stay compliant, and manage risk. We’ve evolved into a modern SaaS company with an all-in-one, AI-ready platform that helps transportation, construction, distribution, and utility businesses operate faster, smarter, and safer.

As we continue to grow, we’re looking for curious, strategic thinkers who thrive in complexity, are motivated by making an impact, and want to join a team that’s passionate about building great products and supporting customers. Our core values — Teammateship, Grit, and Innovation — guide everything we do. Whether we’re collaborating internally or helping customers, we approach every challenge with optimism, humor, and a shared commitment to success.

Benefits
Foley offers a comprehensive benefits package that includes medical, dental, and vision coverage, a 401(k) with company match, paid time off and holidays, wellness programs, and an employee assistance program.

Equal Employment Opportunity
Foley is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, or any other legally protected characteristic.

Reasonable Accommodations
If you require a reasonable accommodation during the application or interview process, please contact us at [email protected]

Employment Status
Employment with Foley is on an at-will basis. Nothing in this job posting or in future communications should be construed as a contract of employment.

Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.