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Customer Success Ops Intern
Location: Remote (US Based), Dallas area preferred
Internship: 3 Months; June 1-Aug 31 preferred, but flexibleRole Overview: As a Customer Success Operations Intern, you will play a critical role in optimizing the "engine room" of our post-sales organization. We are looking for a data-driven, process-oriented individual who is passionate about the intersection of technology and customer experience. You will help ensure our Customer Success Managers (CSMs) have the right data, tools, and processes to drive retention and expansion across our $80M+ portfolio.Key Responsibilities1. Data Integrity & Reporting
- 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.
- 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.
What you need to know about the San Francisco Tech Scene
San Francisco and the surrounding Bay Area attracts more startup funding than any other region in the world. Home to Stanford University and UC Berkeley, leading VC firms and several of the world’s most valuable companies, the Bay Area is the place to go for anyone looking to make it big in the tech industry. That said, San Francisco has a lot to offer beyond technology thanks to a thriving art and music scene, excellent food and a short drive to several of the country’s most beautiful recreational areas.
Key Facts About San Francisco Tech
- Number of Tech Workers: 365,500; 13.9% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Google, Apple, Salesforce, Meta
- Key Industries: Artificial intelligence, cloud computing, fintech, consumer technology, software
- Funding Landscape: $50.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Sequoia Capital, Andreessen Horowitz, Bessemer Venture Partners, Greylock Partners, Khosla Ventures, Kleiner Perkins
- Research Centers and Universities: Stanford University; University of California, Berkeley; University of San Francisco; Santa Clara University; Ames Research Center; Center for AI Safety; California Institute for Regenerative Medicine
