Customer Success Operations Lead

Customer Success Operations Lead About Forterra At Forterra, we are unleashing autonomy at scale to transform the battlefield. Our mission is to build the foundational platforms that enable an intelligent ecosystem to coordinate, adapt, and execute with speed and precision even in the uncertainty and disruption of modern conflict. In an era marked by rapid technological change and evolving threats, we design for flexibility, survivability, and operational dominance. Forterra delivers weapons, sensors, and battlefield effects through integrated autonomous networks reaching operational areas faster, safer, and without placing human lives at risk. Our systems operate with distributed control, dynamic routing, and real-time responsiveness, enabling sustained advantage across complex mission environments. About the role The Customer Success Operations LEAD is responsible for building, scaling, and optimizing the operational systems that enable Forterra’s Customer Success organization to deliver high-quality field service, training, and support at scale. This role acts as a force multiplier for the Director of Customer Success, owning internal tools, processes, data, and planning functions across Field Service and Training. This individual will ensure that Customer Success operates efficiently, predictably, and with strong data visibility as deployments scale across customers and environments. This role will help operationalize long-term Customer Success strategy and systems to allow for the organization to effectively scale. This role will also serve as a deputy to the Director of Customer Success when needed. What you'll do Field Service Systems & Portal Ownership Lead implementation, integration, and continuous improvement of the Field Service Manager Portal / Customer Portal Define workflows for: Ticketing and support intake Asset visibility and configuration tracking Field service reporting and updates Drive adoption across internal teams and customers Own training, documentation, and feedback loops for the platform Training Program Transformation Redesign and operationalize the end-to-end training lifecycle: Curriculum structure (Operator, Maintainer, Train-the-Trainer) Scheduling, tracking, and certification Content standardization and version control Partner with Technical Writing and SMEs to ensure scalable, high-quality materials Introduce systems/tools to track training completion, effectiveness, and refresh cycles Field Service Planning & Scheduling Help manage Field Service deployment planning and scheduling model, including: Capacity planning Forecasting support needs across programs Standardizing intake requirements Manage incoming requests, improve predictability and reduce last-minute firefighting Field Service Workforce Enablement (Training, Tools, AI) Assist with developing and maintaining: FSR onboarding and continuous training programs Playbooks, troubleshooting guides, and knowledge base Evaluate and deploy tools (including AI) to: Assist troubleshooting Improve documentation access Capture tribal knowledge from experienced FSRs Ensure consistency in field execution across sites and programs Resource Utilization & Performance Management Track key metrics and define new potential metrics: FSR utilization Time on site vs. travel vs. idle Support response and resolution timelines Build dashboards to monitor team performance and identify inefficiencies Partner with leadership on staffing models and hiring plans Assist with KPI refinement based on data Data, Analytics & Continuous Improvement Establish data capture standards across: Field service activities Training outcomes Support interactions Build and maintain dashboards that provide: Operational visibility Customer health signals Efficiency insights Translate data into actionable improvements in process, staffing, and tooling Minimum Qualifications 4-6+ years in: Field service operations, customer success ... (truncated, view full listing at source)