Customer Success Ops Intern

Role Overview:

Key Responsibilities

• Audit and clean customer data within our CRM (Salesforce) and CS platform (e.g., Gainsight, Totango, or Channeltivity) to ensure "one source of truth."
• Assist in building dashboards that track key performance indicators (KPIs) such as Net Revenue Retention (NRR), Churn Rate, and Health Scores.
• Analyze customer usage patterns to identify accounts at risk or those "ripe" for expansion.

• Document internal "Playbooks" (Standard Operating Procedures) for onboarding, renewals, and escalations.
• Identify bottlenecks in the current customer journey and suggest automated workflows to reduce manual tasks for CSMs.
• Help manage the CS tech stack, ensuring integrations between platforms are functioning correctly.

• Assist in creating internal training materials and documentation for new CS hires.
• Help manage the "Customer Success Library" of email templates, slide decks, and best-practice guides.

• Work closely with Sales Ops and Marketing Ops to ensure a seamless handoff from "Closed-Won" to "Implementation."
• Aggregate customer feedback for the Product team to help influence the product roadmap.

Qualifications

• Education: Currently pursuing or recently completed a degree in Business, Data Science, Economics, Information Systems, or a related field.
• Analytical Mindset: You love spreadsheets. You are comfortable with Excel/Google Sheets (VLOOKUPs, Pivot Tables) and have an interest in data visualization.
• Tech Savvy: Familiarity with SaaS business models. Experience with CRM tools (Salesforce, HubSpot) or BI tools (Tableau, Looker) is a major plus.
• Problem Solver: You don’t just report a problem; you enjoy figuring out why it happened and how to automate a fix.
• Communication: Ability to translate complex data into clear, actionable insights for stakeholders.
• Proactive Operator: You don’t wait for direction, you actively seek out inefficiencies, identify opportunities, and take ownership in driving solutions.

Compensation:
$25.00/hr

About Grace Hill:
Grace Hill is a leading SaaS provider specializing in performance-based solutions for the real
estate industry. With an annual revenue of $80M and a rapidly growing customer base, we sit at
the intersection of technology and operational excellence. We are looking for a data-driven,
curious, and motivated Customer Success Operations Intern to help us scale and automate.

Why Join Us?

• Scale: Gain experience in a mature SaaS environment ($80M ARR) where your work impacts thousands of customers.
• Mentorship: Work directly with CS Ops leaders to learn the "Science of Retention."
• Impact: At our scale, a 1% improvement in process can result in hundreds of thousands of dollars in retained revenue.
• Growth: Opportunity for a high-performing intern to transition into a full-time Associate CS Ops role.