Role Overview

Own the systems, processes, and data infrastructure that enable Adthena’s Customer Success and Account Management teams to operate at scale.
Turn fragmented tooling and reactive workflows into a connected, insight-driven engine that helps CSMs and AMs know where to focus, when to act, and why.
Audit the current state of Planhat and the data that feeds it from Salesforce, Pendo, and Fluint and map where data is disconnected or duplicated.
Design and implement an integration architecture in Planhat that creates a single source of truth for customer health, engagement, and commercial data.
Simplify existing Planhat configuration that has grown overly complex and is limiting adoption.
Build proactive alerting, build on proactive playbooks and nudge workflows that surface risks and opportunities to CSMs and AMs without manual effort.
Partner with the Commercial Platform Executive and RevOps Manager to align CS and commercial data flows.
Maintain clean, reliable data hygiene standards across the CS platform.
Own the design and iteration of Adthena’s customer health score, ensuring it reflects real leading indicators of churn and expansion risk.
Move the team from reactive risk management to systematic early-warning processes.
Build playbooks within Planhat that trigger the right CSM or AM action at the right moment.
Ensure health data is accessible and meaningful to the whole CS and AM team, not just leadership.
Track and report on health trends across the customer base to support retention forecasting.
Design the operational blueprint for a low-touch or no-touch CS tier, including tooling, automation, and intervention thresholds.

Requirements

3+ years in a CS Ops, RevOps, or Customer Operations role within a B2B SaaS business
Hands-on experience with Planhat, Gainsight, or a comparable CS platform at a configuration and administration level. Planhat experience or certification strongly preferred.
Proven experience connecting CS platforms with Salesforce, product analytics tools (e.g. Pendo, Mixpanel), and other data sources to create unified customer views
Experience helping a CS team transition from a high-touch model toward a low-touch or tech-touch delivery model, including the tooling, segmentation, and process design required
Strong working knowledge of CS metrics (GRR, NRR, health scoring, churn forecasting). Able to build and maintain dashboards and produce reliable reporting for CS and executive leadership.
Practical experience using automation and AI tools to reduce manual effort in CS operations. For example, workflow automation platforms (e.g. Zapier, Make), AI-assisted analytics, or LLM-based tooling. Able to evaluate and implement these critically, not just enthusiastically.
Comfortable working across Sales, RevOps, Marketing Ops, Product, and CX to align data flows and processes. Able to influence without authority.

Benefits

Strong Culture: Our quarterly surveys show a 93% average approval rating for company culture, with an overall eNPS of 27.
Award-Winning Product: US 2025 Search Awards for Best AI Search Software Innovation
Stock Options: Our employees do incredible work, so as we grow, everyone shares the rewards.
Trust-Based Vacation: Take as much time off as you need, when you need it.
Remote-First: 52% of Adthenian’s work fully remote, with others choosing Hybrid Work at our 3 Geohubs (London, Austin, Sydney).
Flexible Work: Work how and where you do your best, with full autonomy over your day.
Career Growth: Bespoke training and career development via "Sherpa plans” to guide your growth.
Monthly Hackdays & Training Days
Family Care Package: Up to 6 months fully paid maternity leave, and 2 months paternity leave.
Home Office Stipend: $200 for your ideal remote setup.
Swag Welcome Gift: $70 credit to grab some merch.
Birthday Day Off: Celebrate your special day.
Regular Socials: Summer & Christmas parties, annual and quarterly offsites, monthly meet-ups. See here for more info.
Volunteer Days: Make a difference with paid volunteer time each quarter. See here for more info.

Adthena

Open Positions (1)

Customer Service

Customer Success Ops Manager