B2b Trust jobs

Title: Specialist, Customer Success and Operations

Reports to: VP, Revenue

Location: US/CA

Travel: 10%

Salary: Competitive compensation consisting of a base salary with the potential for a performance-based bonus.

About the Role

The Customer Success & Operations role is responsible for managing the customer experience and operational execution across CLYSO’s existing customer accounts. This individual serves as a primary day-to-day point of contact for customers, ensuring account information is accurate, contractual and administrative requirements are completed on time, and internal teams have the information needed to effectively support each customer.

The role combines customer relationship management with detailed account administration, requiring strong organization, responsiveness, and meticulous attention to detail. This individual works closely with Sales, technical teams, Finance, Legal, and customer stakeholders to coordinate support agreements, invoicing, vendor requirements, customer meetings, contracted deliverables, and ongoing account activities.

While Sales retains ownership of commercial negotiations, pricing, renewals, expansions, and deal closure, this role plays an important part in identifying customer needs, monitoring account health, preparing renewal and expansion handoffs, and ensuring Sales has the context and information necessary to manage commercial opportunities effectively.

Success in this role requires the ability to build trusted, professional customer relationships while maintaining disciplined operational processes behind the scenes. Strong communication, attention to detail, accountability, and consistent follow-through are essential to supporting customer satisfaction, retention, renewals, and long-term account growth.

Ideal Fit for this role:

You would be an ideal fit for this role if you take genuine satisfaction in keeping things organized, getting the details right, and making sure nothing falls through the cracks. You're someone people can count on. You follow through on commitments, communicate clearly, and don't need someone checking in to make sure things get done. You are comfortable working independently, creating your own structure where needed, and asking questions rather than making assumptions.

You probably prefer doing things properly over doing them quickly. You're methodical, consistent, and patient, and you understand that excellent customer service is often the result of dozens of small things being handled well. You enjoy being the person who quietly keeps everything running smoothly, and you take pride in knowing that customers and colleagues trust you to deliver.

CLYSO is a company of engineers, researchers, and creative problem-solvers. We're collaborative, friendly, and relatively informal, with plenty of room for independent thinking. We're not a high-pressure, move-fast-at-all-costs startup. We value thoughtful work, straightforward communication, and people who take ownership of their responsibilities without needing a lot of direction.

If you're looking for a fast-paced environment with constant change, aggressive growth targets, or a rapid climb up the corporate ladder, this probably isn't the right opportunity. But if you enjoy working with smart, interesting people, appreciate autonomy, and find real satisfaction in being exceptionally good at what you do, you may feel right at home here.

Core Responsibilities

• Lead customer vendor onboarding, coordinating documentation and requests across customer procurement, finance, and legal teams.
• Coordinate the preparation, execution, and ongoing administration of customer support agreements, working closely with CLYSO Sales, customer procurement and legal teams, and internal technical stakeholders to ensure agreements are accurate and completed on time.
• Prepare customer invoices, track payment status, and coordinate follow-up as needed with external customer accounts payable contacts.
• Serve as a consistent point of contact throughout the customer lifecycle, maintaining strong relationships through regular check-ins, timely communication, meeting coordination, and diligent follow-through on outstanding actions.
• Coordinate contracted deliverables and escalate technical concerns to engineering and strategic exceptions to Sales leadership.
• Maintain accurate customer account information, including technical details, contract terms, and key contacts, ensuring consistency across contracts, Support Portal, CRM, and Google Drive.
• Maintain complete and organized account records within the CRM and Google Drive, including support agreements, quotes, legal and finance documentation, purchase orders, invoices, technical documentation, and customer contacts.
• Coordinate and participate in customer technical meetings to strengthen relationships, maintain visibility into ongoing technical projects, document action items, and ensure appropriate follow-through between customers and CLYSO technical teams.
• Maintain the customer renewal calendar and proactively prepare account information for Sales ahead of renewal discussions. Monitor changes in customer environments, usage, and support requirements and communicate qualified renewal or expansion opportunities to the appropriate Sales representative.
• Establish and manage an NPS survey cadence and customer health scoring process. Track customer feedback, engagement, support utilization, unresolved issues, and other indicators of account health, escalating risks and opportunities to the appropriate internal teams.
• Prepare comprehensive account handoffs and maintain clear communication with Sales regarding renewals, expansions, and other commercial opportunities, ensuring Sales has the customer history, environment information, technical context, and account details necessary to manage the opportunity effectively.

Qualifications and Success Metrics

• Typically 2–5 years in customer success, account operations, contract administration, or a related B2B role.
• Requires exceptional attention to detail, strong customer communication, CRM discipline, and comfort with quotes, agreements, POs, and invoices.
• Success means accurate documents and vendor coordination, early renewal preparation, responsive customers, current health data, and clear handoffs to Sales.

Job Type: Full-time

Pay: From $60,000.00 per year

Benefits:

• Dental care
• Extended health care
• Paid time off

Application question(s):

• Are you based in US or Canada ?

Language:

• English (required)

Work Location: Remote