Customer Success Ops Intern at Grace Hill | Torre
Customer Success Ops Intern
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Grace Hill

Customer Success Ops Intern

Grace Hill
Emma
Emma
You'll optimize customer success, driving retention and growth in a high-impact SaaS environment.
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Internship
Ongoing
Compensation USD25/hour
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Remote (for United States residents)
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Emma of Torre.ai
 about 2 months ago

Requirements and responsibilities

Role OverviewAs 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 ResponsibilitiesAudit 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.QualificationsEducation: Currently pursuing or recently completed a degree in Business, Data Science, Economics, Information Systems, or a related field.Analytical Mindset: Comfortable with Excel/Google Sheets (VLOOKUPs, Pivot Tables) and interested 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: Enjoy figuring out why something happened and how to automate a fix.Communication: Ability to translate complex data into clear, actionable insights for stakeholders.Proactive Operator: Actively seek out inefficiencies, identify opportunities, and take ownership in driving solutions.Compensation$25.00/hrAbout Grace HillGrace 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.
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