Customer Success Enablement Operations Specialist
Customer Success
Implementation
Atlanta, GA
Remote
Why join us
TRACTIAN is transforming the industrial world by empowering frontline maintenance workers to achieve more. We’ve fused cutting-edge hardware with innovative software into one powerful platform, disrupting legacy systems and delivering smarter, faster solutions for our clients.
Customer at TRACTIAN
The Customer team is the cornerstone of renewals and expansion at Tractian, driving lifetime value, retention, and growth within our global customer base. By deepening relationships with industry leaders like Hyundai, Bosch, and Kraft Heinz, we ensure our Enterprise clients achieve unparalleled success with Tractian solutions. As recognized innovators in industrial technology, our team delivers immediate ROI, fosters long-term partnerships, and drives world-class net revenue retention. At Tractian, every team member is empowered to make a meaningful impact, rewarded for excellence, and supported in creating lasting value for our customers.
What you'll do
As a Customer Success Enablement Operations Specialist at TRACTIAN, you’ll support the success of our Customer team by managing enablement content, improving onboarding tools and workflows, and coordinating logistics for key customer touchpoints. Your work will streamline internal processes, enhance the customer experience, and ensure our CSMs and Field Service Engineers are set up to perform at the highest level.
Responsibilities
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Organize and maintain a repository of product enablement collateral to ensure CSMs, FSEs have timely access to up-to-date training and reference materials, especially as they are onboarding into their roles.
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Manage and continuously improve templates used for customer-facing presentations, customer onboarding guides, and QBRs to ensure consistency, branding, and clarity across all CSM engagements.
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Track and support CSMs with customer visit logistics; primary responsibilities include coordinating food orders for the CS lead “lunch and learn” sessions, and supporting the CSMs as a single point of contact for ensuring hardware and FSE availability for target installation dates.
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Project manage efforts to implement and improve tools and processes for customer onboarding, primarily leveraging HubSpot CRM automation and workflows to drive CS efficiency.
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Track and report on Customer Success performance metrics, including engagement benchmarks, renewal rates, and onboarding milestones. Work cross functionally with the analytics team to develop and refine CS performance metrics.
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Work cross-functionally with marketing colleagues, CSMs and AMs to Coordinate the collection of social proof such as customer testimonials, case studies, and reviews.
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Administer the customer gifting program using Sendoso, ensuring timely and personalized delivery aligned with key lifecycle moments.
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Support headcount planning analysis for CSMs and installation services engineers as needed to contribute to a data driven approach in sync with financial planning.
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Provide operational and logistical support for the creation and launch of a Customer Advisory Board, including scheduling, member outreach, agenda planning, and documentation.
Requirements
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3+ years of experience in Customer Success, Revenue Operations, or a customer-facing B2B support role
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Strong project management skills with the ability to drive cross-functional initiatives and keep multiple workstreams on track
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Hands-on experience managing tools and systems that support customer onboarding and engagement (HubSpot, CRM workflows, enablement platforms, etc.)
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Excellent organizational skills with experience coordinating logistics for customer on-sites, installations, or events (travel, catering, hardware readiness, etc.)
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Proven ability to manage and update content libraries, templates, and customer-facing collateral with consistency and attention to detail
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Experience supporting customer marketing efforts such as testimonial collection, gifting, or event planning
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Solid analytical skills; able to track KPIs, build dashboards, and work with data teams to improve visibility into CS performance
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Familiarity with headcount planning or workforce forecasting models a plus
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Clear, professional communicator who thrives in fast-paced, collaborative environments
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Passion for enabling others—especially CSMs and FSEs—to deliver high-impact customer interactions
COMPENSATION
• Competitive Salary
• Premium Medical, Dental, and Vision Coverage
• Paid Time Off (PTO): 15 Days, plus 11 paid holidays
• 401(k) Retirement Plan, 1% match
• Language Learning Opportunities - Take advantage of optional, fully funded Spanish or Portuguese courses to enhance your skills and global reach.
• Birthday Time Off - Celebrate your birthday with a paid day off during your birthday week.
• Gympass Membership - Access a wide range of gyms and training programs.
• Sports Incentive - Receive a monthly bonus when you regularly participate in physical activities.
• Long-Term Benefit - After four years of service, earn a fully funded trip anywhere in the world.
If you want to build a ship, don't organize people to collect wood, assign them tasks, and give orders. Instead, teach them to long for the vast and endless sea.
Antoine Saint-Exupery