Success Operations Engineer

Description

The company builds a reading product for students, using reading science, neuroscience and AI. Independent efficacy research from universities and state education agencies backs its results. More than 2,500 school districts and state agencies use it, and over 5 million students worldwide are part of it.

The tool keeps track of each student's reading skills and helps teachers plan lessons that match their district's curriculum and the materials they already use. Students get one-on-one practice whether they are ahead or behind.

The team includes reading scientists, AI engineers, educators and business builders, all working toward proficient reading for every child.

Responsibilities

• You will be the technical architect behind the Success team's customer engagement strategy, building the automation that lets the team reach school districts before problems arise. The role connects customer success operations, data and AI-driven communication, turning team goals into automated workflows that scale.
• ChurnZero administration: act as the main operations admin for platform setup, users and performance. Build AI agents that send personalised messages across channels, tune the instance for customer communication, and keep integrations running between ChurnZero, Salesforce and other tools via Zapier, APIs or similar platforms. Track platform releases and adopt new features that help the team. Set rules for segmentation, play creation and data quality across all systems.
• Automation: design, build and maintain customer journeys and plays triggered by health scores, usage and lifecycle stage. Write segments in SQL and platform logic. Create alerts that flag at-risk accounts and opportunities. Add safeguards and checks so messages go out correctly and on time. Work with the Customer Success and IT teams to turn priorities into workflows.
• Data and analytics: build dashboards showing customer health, engagement and team performance in real time. Write SQL to pull and analyse data from several sources. Report on retention, health scores, teacher activation and student usage. Build predictive models and early warning signals for churn. Audit and validate data regularly to keep it accurate and consistent. Work with HTML and other front-end technologies when needed.
• AI communication: build AI agents, such as GPT-based systems, that personalise outreach at scale. Create AI content workflows for emails, in-app messages and customer resources. Write prompt templates and guardrails that keep output accurate and on brand. Test new AI capabilities to improve results. Connect AI tools to customer data and communication channels through APIs.
• Partnership: work closely with the Scaled Success team to align automation with goals and customer needs. Advise on feasibility, effort and impact of proposed automation. Train colleagues to use automation tools and read dashboards. Write process documentation, user guides and internal resources. Help shape service tiers, customer segmentation and engagement models.

Requirements

• 5+ years in customer success operations, marketing operations or a similar technical operations role.
• Expert knowledge of ChurnZero, including plays, segmentation and reporting.
• Strong skill with email automation and customer communication workflows.
• Ability to write and tune SQL for extracting and analysing data.
• Experience with APIs and building integrations using Zapier, Make (formerly Integromat), Workato or custom APIs.
• A record of building automated workflows that produce measurable business results.
• Strong analytical skills, turning data into practical actions.
• Works independently and can juggle several priorities and projects at once.
• Preferred: experience with AI tools for communication automation, such as the ChatGPT API, Claude API or similar.
• Preferred: familiarity with Salesforce and CRM data models.
• Preferred: background in education technology or B2B SaaS customer success.
• Preferred: Python or another scripting language for data work.
• Preferred: experience with data visualisation tools such as Tableau, Looker or PowerBI.
• Preferred: understanding of customer success metrics and methods.
• Preferred: experience supporting a scaled or tech-touch customer success model.
• You think in systems, see how parts connect and build clean solutions.
• You are detail-oriented and care about data accuracy and quality checks.
• You spot opportunities and fix issues before they turn into requests.
• You explain technical ideas clearly to non-technical colleagues.
• You keep learning and track new technologies and good practice.
• You keep the end user's experience at the centre of your work.

Conditions

Full-time employment.

Equal opportunity employer, not discriminating on any protected basis.

Benefits

• Work on literacy for PreK-7 students across the country.
• Work at the front of AI-enabled customer success.
• Your work affects revenue and how the company serves millions of students.
• Build and grow automation as the company and team expand.
• Small, focused team where your contributions are seen and valued.
• Competitive salary.
• Medical, dental and vision coverage.
• 401(k) with company matching.
• Flexible time off.
• Stock options.
• Cutting-edge work.
• Help children around the world reach their potential.