Description
As a Senior Customer Success Administrator, you will own the operational backbone of our global renewals and customer success processes while acting as the team lead for the Customer Success Administrator team.
You will set standards, mentor and guide administrators across regions, and drive the adoption of Salesforce and AI-enabled tooling to make our customer success operations faster, more accurate, and more scalable.
Key responsibilities:
- Mentor, coach, and train administrators; support onboarding of new hires and build team capability in Salesforce and AI tools.
- Act as the first point of escalation for the team and as backup cover for critical renewal and administrative activities.
- Coordinate and manage responses to customer RFPs, RFQs, and RFIs, working with CSMs, legal, finance, product, and technical teams to deliver complete, accurate, and on-time submissions.
- Maintain a library of standard responses, company information, compliance documents, and pricing inputs to speed up future submissions.
- Track RFP/RFQ timelines, clarification questions, and outcomes, and share lessons learned to improve win rates.
Requirements:
- 5-8 years of experience in a customer success, administrative, or operations role within a SaaS, technology, or enterprise software environment.
- Proven experience owning end-to-end contract renewals, managing customer accounts, and optimizing business processes across multiple regions.
- Advanced proficiency in Salesforce (reports, dashboards, opportunity and renewal management, data quality controls); experience with HubSpot or similar CRM platforms is a plus.
- Strong ability to analyze data, generate reports, and translate insights into actionable recommendations for leadership.
Benefits: No benefits mentioned