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Skydrop is seeking a mid-level CS Operations Specialist to own all customer success operations infrastructure and analytics. This is a hybrid role based in Curitiba, Brazil, working in an international environment.
Key Responsibilities:
- Manage all CS operations in HubSpot: configure properties, pipelines, lists, and automations across two product lines
- Activate and optimize the Service Hub module in HubSpot
- Build and maintain team dashboards tracking portfolio health, retention, churn, and feature adoption
- Ensure data reliability and accuracy across all metrics and reporting
- Extract, clean, and integrate data from multiple sources independently
- Structure and maintain health score models
- Monitor and optimize all HubSpot workflows and automated nurture sequences
- Identify expansion and churn opportunities through data analysis
- Measure the impact of automated engagement workflows on retention outcomes
- Develop actionable analyses that inform the team's customer engagement strategy
- Leverage AI daily to automate tasks, analyze data, and document processes
- Document all processes and systems so the team can operate independently
Requirements:
- Prior experience in CS Ops, RevOps, Sales Ops, or data analysis roles supporting customer-facing teams
- Deep knowledge of core CS metrics: churn, retention, NRR, feature adoption, and health scores; understanding of how these connect to business outcomes
- Strong organizational skills and meticulous attention to data quality (the team will make decisions based on your work)
- Proficiency with AI tools for building solutions—analyses, automations, and process improvements
- Excellent communication skills to understand cross-functional needs, align processes, and explain data insights to non-technical stakeholders
- Autonomy to independently source information and drive projects from conception to completion
- Regular use of AI tools for task automation, data analysis, and process documentation
- Habit of documenting processes for team continuity
Desirable:
- Experience in freight, logistics, or e-commerce sectors
- Track record building or structuring operational processes
- Spanish language proficiency
