Sr. Customer Operations Specialist

ABOUT THE ROLE We're looking for a Sr. Customer Operations Specialist to build and optimize the operational foundation behind our post-sale customer experience. In this role, you'll own the systems, processes, reporting, and governance that make customer health, renewals, retention, and forecasting accurate, scalable, and actionable. Reporting to the Sr. Director of GTM Operations, you'll partner closely with Account Management, Revenue Operations, Finance, and Product to translate customer lifecycle strategy into operational execution. You'll administer and improve our customer operations infrastructure, ensuring our teams have trusted data, efficient workflows, and the reporting they need to retain and grow customer revenue. This is an execution-focused operations role for someone who enjoys solving complex operational problems through systems thinking. It is very hands on, building scalable processes, improving automations, maintaining high data quality, and continuously identifying opportunities to make our customer organization more effective. As Stacker continues to grow, you'll have the opportunity to influence how customer health is measured, improve our Customer Success technology stack, and help build the operational infrastructure that supports long-term customer success. ABOUT STACKER Stacker is revolutionizing the traditional newswire business model and the ways in which brand newsrooms and publishers connect. Our platform helps over 100 content contributors - brands, nonprofit newsrooms, and others - extend the reach of their content by seamlessly integrating with a network of thousands of trusted news publishers. As a bootstrapped, fast-growing company, we're resourceful, innovative, and committed to building an inclusive, equitable culture. We are a remote-first team that values ownership, integrity, and collaboration—offering flexible schedules, unlimited vacation, an employee equity program, and full health & dental coverage. We champion long-term impact over short-term gains and believe in empowering our team with autonomy and opportunities for career growth. WHAT YOU'LL DO - Own Customer Operations infrastructure: Administer and continuously improve HubSpot and connected systems by managing customer properties, lifecycle stages, workflows, automations, integrations, and operational processes that support scalable account management. - Drive customer data quality: Maintain accurate customer, contract, renewal, and expansion data across HubSpot and PandaDoc while ensuring strong governance and reliable forecasting. - Build trusted reporting: Develop dashboards and reporting that provide visibility into customer health, adoption, renewals, NRR, GRR, logo retention, and forecasting while ensuring reporting accuracy through strong data integrity. - Implement customer health frameworks: Support customer segmentation and health scoring by maintaining scoring logic, improving data quality, and identifying opportunities to strengthen reporting and operational visibility. - Create operational documentation: Build and maintain SOPs, playbooks, governance documentation, process maps, and operational standards that create consistency across the customer organization. - Optimize workflows through automation: Identify inefficiencies and implement improvements using HubSpot automation, AI-assisted workflows, Clay, Elvex Agents, and other modern operational tools. - Partner cross-functionally: Collaborate with Account Management, Revenue Operations, Finance, and Product to execute customer operations initiatives and ensure alignment across the customer lifecycle. ABOUT YOU You're someone who naturally creates order from complexity. Rather than applying one-off fixes, you enjoy building scalable systems and repeatable processes that improve how teams work. You have strong attention to detail, take ownership of your work, and care deeply about maintaining accurate data and operational excellence. You enjoy partnering across…