Founder's Office - Customer Success Operations(CSOps)

Founder's Office - Customer Success Operations(CSOps)

About Unifize:

At Unifize, we’re building the AI-native product suite for regulated manufacturing companies. Our platform is designed to unify Quality, Operations, and R&D in a single collaborative system.

Today, life sciences and other regulated manufacturers rely on a patchwork of disconnected tools, eg, QMS, DMS, PLM, MES, spreadsheets, and email, to manage their processes. This fragmentation slows down innovation, increases compliance risks, and forces teams to waste time manually connecting the dots.

Unifize changes that by bringing process, documentation, and communication together in one place. Whether it's managing CAPAs, resolving deviations, launching new products, or preparing for audits, Unifize enables teams to work faster with full traceability and audit readiness built in.

What makes Unifize different:

• No-code configuration for rapid deployment and adaptation
• Collaboration embedded in every record, not siloed in email or chat
• Context-aware AI that suggests actions, detects risks, and enhances productivity
• Flexible architecture that supports expansion across QMS, DMS, MES, PLM, CMMS, and more

We’re already working with leading companies in the life sciences and manufacturing sectors. Our customers start with one use case and consistently expand, with 100% net expansion to date. Check out our website, case studies, videos to learn more.

Key Responsibilities

1. Build and Optimize Customer Success Processes

• Design, document, and maintain workflows across kickoff, activation, adoption, and renewals.
• Ensure alignment between Sales → Implementation → CS → Product.
• Implement and manage a CRM for Implementation (Project Management) & CS.

2. Customer Health Scoring & Insights

• Develop and maintain the Customer Health Score model using usage, engagement, CSAT, support, and risk indicators.
• Monitor health weekly and flag early-warning signals to CSMs.
• Drive data-backed intervention strategies to improve retention.
• Evaluate the ICP score of all customers on a monthly basis. Flag non-ICP customers and drive decisions surrounding their fit and sustained implementation support.

3. Customer Request, Issue & Risk Management

• Ensure 100% capture of all customer requests, issues, complaints, and escalations.
• Categorize, track, and route requests with clear SLAs.
• Capture customer defects and coordinate with engineering to resolve issues on time.
• Perform risk analysis for 100% of active customers, and maintain CAPA tracking.

4. Implementation Effort Tracking

• Ensure 100% implementation hours are captured by task type, module, and account.
• Analyze bottlenecks, scope variances, and productivity trends. Build capacity planning models and propose solutions to address bottlenecks.
• Conduct effort tracking audits to ensure that efforts are not being excessively inflated.
• Provide insights to guide planning, scoping, and resource allocation.

5. Data Quality, Reporting & Analytics

• Maintain data accuracy across CRM, CS tools, implementation trackers, and dashboards.
• Build reports on product adoption, engagement, CSAT, risk, and revenue health.
• Lead weekly and monthly reporting cadences for CS and leadership.

6. Drive Business Reviews (QBRs/MBRs)

• Own the operational execution of QBRs/MBRs.
• Build customer insights and coordinate materials across teams.
• Standardize templates and ensure high-quality customer narratives.
• Help build first-cut case study narratives.

7. Cross-Functional Collaboration

• Work closely with Implementation, Support, Product, Sales, Content, and Finance. Be the first point of contact for any internal knowledge and project support.
• Ensure consistent handoffs and alignment across customer-facing functions.
• Act as the operational anchor for lifecycle initiatives (TTV reduction, adoption frameworks, renewal readiness).
• Drive the feedback loop from CS to Sales to improve customer ICP fit and intake quality, and address upstream process/quality issues.

8. Strategic CS Projects

• Lead or support initiatives that improve customer experience and retention.
• Build trigger-based CS playbooks and frameworks for segmentation, adoption, and renewal.

Experience & Background

• 4-6 years in Customer Success Operations, Revenue Ops, or similar analytical roles.
• Comfortable with CRM systems (Salesforce/HubSpot) and CS tools (Gainsight, Vitally, Catalyst, Totango).
• Have an AI-first mindset and show demonstrable interest in building scalable systems with AI.
• Experience in B2B SaaS, ideally across CS + Implementation + Product touchpoints.

Skills & Capabilities

• Analytical & data-driven - able to turn signals into insights and insights into action.
• Process-oriented - strong at designing scalable workflows and operational systems.
• Highly organized - excellent with documentation, tracking, and execution hygiene.
• Cross-functional communicator - clear, concise, and effective with technical & GTM teams.
• Detail-obsessed - especially around data integrity and reporting accuracy.
• Bias for action - thrives in fast-paced, high-ownership environments.

Nice-to-Have

• Domain familiarity with SaaS, QMS, DMS, compliance, life sciences, or manufacturing.
• Experience supporting both CSMs and Implementation teams.