Florence Healthcare · 1 month ago
Customer Success Operations Specialist
Atlanta, GA
Full-time
Onsite
Mid Level
3+ years expFlorence Healthcare is a company dedicated to advancing cures through their innovative software solutions used by research teams worldwide. The Customer Success Operations Specialist will manage the post-sales technology stack, ensuring the integration and administration of systems that support Customer Success and Revenue Operations.
BiotechnologyHealth CarePharmaceutical
Responsibilities
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
Qualification
Required
3–5+ years of experience in systems administration, CS Ops, or RevOps
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
Ability to translate business needs into structured system logic and scalable workflows
Highly collaborative, with strong documentation and communication skills
Comfortable being the first and only CS Operations resource, balancing tactical administration with long-term architecture
Preferred
Familiarity with Snowflake, SQL, or BI tools (Tableau, Coefficient) a plus
Experience leveraging AI or automation capabilities within enterprise systems to streamline processes
Benefits
Competitive compensation package
Medical and dental insurance
Company
Florence Healthcare
Florence is a clinical trials platform that connects pharmaceutical companies and study sites to decentralize trials for drug development.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$115.8MKey Investors
Insight PartnersFulcrum Equity PartnersBee Partners
2022-06-22Series C· $27M
2021-05-06Series C· $80M
2019-10-10Series B· $7.1M
Leadership Team
Ryan Jones
Co-Founder and CEO
Andres Garcia
Co-founder and CTO
Recent News
Precedence Research
2025-11-20
2025-10-23
Company data provided by crunchbase