Founder s Office - Customer Success Operations CSOps About Unifize At Unifize we re building the AI-native product suite for regulated manufacturing companies Our platform is designed to unify Quality Operations and R D in a single collaborative system Today life sciences and other regulated manufacturers rely on a patchwork of disconnected tools eg QMS DMS PLM MES spreadsheets and email to manage their processes This fragmentation slows down innovation increases compliance risks and forces teams to waste time manually connecting the dots Unifize changes that by bringing process documentation and communication together in one place Whether it s managing CAPAs resolving deviations launching new products or preparing for audits Unifize enables teams to work faster with full traceability and audit readiness built in What makes Unifize different No-code configuration for rapid deployment and adaptation Collaboration embedded in every record not siloed in email or chat Context-aware AI that suggests actions detects risks and enhances productivity Flexible architecture that supports expansion across QMS DMS MES PLM CMMS and more We re already working with leading companies in the life sciences and manufacturing sectors Our customers start with one use case and consistently expand with 100 net expansion to date Check out our website case studies videos to learn more Key Responsibilities 1 Build and Optimize Customer Success Processes Design document and maintain workflows across kickoff activation adoption and renewals Ensure alignment between Sales Implementation CSProduct Implement and manage a CRM for Implementation Project Management CS 2 Customer Health Scoring Insights Develop and maintain the Customer Health Score model using usage engagement CSAT support and risk indicators Monitor health weekly and flag early-warning signals to CSMs Drive data-backed intervention strategies to improve retention Evaluate the ICP score of all customers on a monthly basis Flag non-ICP customers and drive decisions surrounding their fit and sustained implementation support 3 Customer Request Issue Risk Management Ensure 100 capture of all customer requests issues complaints and escalations Categorize track and route requests with clear SLAs Capture customer defects and coordinate with engineering to resolve issues on time Perform risk analysis for 100 of active customers and maintain CAPA tracking 4 Implementation Effort Tracking Ensure 100 implementation hours are captured by task type module and account Analyze bottlenecks scope variances and productivity trends Build capacity planning models and propose solutions to address bottlenecks Conduct effort tracking audits to ensure that efforts are not being excessively inflated Provide insights to guide planning scoping and resource allocation 5 Data Quality Reporting Analytics Maintain data accuracy across CRM CS tools implementation trackers and dashboards Build reports on product adoption engagement CSAT risk and revenue health Lead weekly and monthly reporting cadences for CS and leadership 6 Drive Business Reviews QBRs MBRs Own the operational execution of QBRs MBRs Build customer insights and coordinate materials across teams Standardize templates and ensure high-quality customer narratives Help build first-cut case study narratives 7 Cross-Functional Collaboration Work closely with Implementation Support Product Sales Content and Finance Be the first point of contact for any internal knowledge and project support Ensure consistent handoffs and alignment across customer-facing functions Act as the operational anchor for lifecycle initiatives TTV reduction adoption frameworks renewal readiness Drive the feedback loop from CS to Sales to improve customer ICP fit and intake quality and address upstream process quality issues 8 Strategic CS Projects Lead or support initiatives that improve customer experience and retention Build trigger-based CS playbooks and frameworks for segmentation adoption and renewal Experience Background 4-6 years in Customer Success Operations Revenue Ops or similar analytical roles Comfortable with CRM systems Salesforce HubSpot and CS tools Gainsight Vitally Catalyst Totango Have an AI-first mindset and show demonstrable interest in building scalable systems with AI Experience in B2B SaaS ideally across CS Implementation Product touchpoints Skills Capabilities Analytical data-driven - able to turn signals into insights and insights into action Process-oriented - solid at designing scalable workflows and operational systems Highly organized - excellent with documentation tracking and execution hygiene Cross-functional communicator - clear concise and effective with technical GTM teams Detail-obsessed - especially around data integrity and reporting accuracy Bias for action - thrives in fast-paced high-ownership environments Nice-to-Have Domain familiarity with SaaS QMS DMS compliance life sciences or manufacturing Experience supporting both CSMs and Implementation teams