The Role
Customer Success Operations serves as the essential link between our Product, List, and Certification teams. Acting as advocates for Great Place to Work® customers, CSO professionals help organizations maximize the value of Emprising® (our employee survey platform), Certification, and participation in Best Workplaces™ Lists. They support clients by guiding platform setup, connecting them with research and events, and partnering with the List team to unlock the full benefits of brand recognition.
The function centers on strengthening client relationships, enhancing retention, and deepening engagement within the Great Place to Work community. CSO professionals also play a critical role in onboarding and driving adoption of Emprising.
Key Responsibilities
· Serve as a trusted advisor, guiding clients to realize the full value and opportunities offered by Great Place to Work.
Become an expert in all Great Place to Work products and services.
Understand each client’s goals to position Emprising and other solutions as strategic tools to achieve their objectives.
Manage a portfolio of high-touch accounts, overseeing onboarding, training, ongoing advising, and regular check-ins to drive platform adoption.
Identify areas of dissatisfaction or improvement, sharing insights with Product Teams, Account Managers, and the broader organization to support continuous enhancement.
Provide expertise and best practices in survey design and data structuring.
Keep clients informed about product updates, enhancements, bug fixes, upcoming GPTW events, research, and recognition programs.
Recognize and elevate opportunities for upselling or cross-selling, partnering closely with the Account Manager.
Maintain availability for occasional after-hours support or regional travel as needed.
Requirements
Experience & Requirements
Education: BA or BS degree required.
Experience: Minimum of 2 years in Customer Success; experience growing with a start-up is a plus.
Proven success in building and managing client relationships virtually.
Demonstrated leadership, teamwork, and client management capabilities.
Skilled at navigating conflicts and meeting tight deadlines.
Comfortable managing projects across multiple teams and work streams.
Capable of working independently and thriving in a remote-first team environment.
Proficient in data analysis using Excel.
Experienced with Salesforce.com or similar CRM systems, with a strong willingness to learn new tools.
Excellent written and verbal communication skills.
Attributes of the Ideal Candidate
