Customer Success Operations Specialist

Florence software advances cures by helping the world’s most important research sites do their best work. Our solutions are now used by over 30,000 research teams in 70 countries around the world—we’re the most widely deployed site workflow tool in the industry. By the end of the decade, we’ll double the pace at which new medicines get to market by doubling the output of trial site teams.

To date, we were named a Deloitte Fast 50 business, G2 Category Leader, an Inc. & AJC best place to work, and an Inc. 5000 company five years in a row.

At Florence, we are committed to making the world a better place by accelerating research while providing an environment for our employees where they can be happy in their lives, enjoy their jobs, and grow.

The Customer Success Operations Specialist will be the dedicated owner of our post‑sales technology stack. Reporting to the Senior Director of the Enterprise GTM Systems and Architecture team, this role is the organization’s first dedicated CS Operations hire and will be responsible for building, administering, and scaling the systems that power our Customer Success, Support, and Services teams.

As part of the broader GTM Systems function, this role sits at the intersection of Customer Success and Revenue Operations. You will establish technical ownership of CS platforms (Gainsight, Zendesk, Skilljar,  and more) while ensuring seamless integration with Salesforce, Snowflake, and the rest of our go‑to‑market systems.

Customer Success Operations is at its foundation stage. Without a CS‑dedicated administrator, ownership of post‑sales tooling remains fragmented, slowing down system maturity and limiting visibility.

This role establishes the first line of ownership for CS systems inside the Enterprise Systems team, ensuring:

• Post‑sales tools are properly administered and integrated,
• Field structures, data flows, and workflows are defined and documented,
• GTM Systems can focus on cross‑functional revenue strategy rather than tool‑by‑tool triage.

• Serve as the dedicated administrator for Gainsight, Zendesk, Skilljar, and related CS platforms.
• Manage user provisioning, roles/permissions, workflows, and automation.
• Own NPS/CSAT survey distribution & engagement/health score rules engine.
• Deploy AI‑driven features in tools like Gainsight, Gong, and Zendesk to improve automation and reduce manual effort.

• Define and maintain field mappings, data flows, and workflows across Salesforce, Snowflake, Gainsight, Zendesk, Skilljar, and Product systems.
• Standardize bi‑directional syncs (e.g., Salesforce ↔ Gainsight), eliminating one‑off GTM Systems builds.
• Conduct audits and data health checks, leveraging AI where possible, to ensure integrity, accuracy, and compliance.

• Translate CS business requirements into scalable workflows and rules.
• Implement process automations, including AI‑enabled workflow optimizations, that improve team efficiency while maintaining customer trust.
• Own and execute the CS Ops roadmap to drive the maturity of system capabilities for both immediate and long‑term needs.
• Partner with CS leadership to design dashboards and KPIs aligned to retention and expansion goals.

• 3–5+ years of experience in systems administration, CS Ops, or Rev Ops.
• SaaS environment experience supporting post‑sales or customer‑facing teams.
• Demonstrated success owning end‑to‑end workflows, integrations, and system health.
• A growth mindset that is motivated to build new operational foundations while adapting to evolving needs.
• Attention to detail and a process‑oriented approach that reduces ambiguity.
• Interest in applying AI responsibly for efficiency, automation, and data auditing.
• Hands‑on administrator experience in one or more CS platforms (Gainsight, Zendesk, Skilljar.)
• Strong understanding of Salesforce CRM architecture.
• Familiarity with Snowflake, SQL, or BI tools (Tableau, Coefficient) a plus.
• Experience leveraging AI or automation capabilities within enterprise systems to streamline processes.
• Ability to translate business needs into structured…