Customer Success Operations Jobs in Virginia
Customer Success Operations jobs in Virginia are in strong demand, concentrated in technology, defense contracting, and government services sectors, with openings ranging from entry-level coordinator roles through senior operations managers. Northern Virginia, Richmond, and Virginia Beach are the primary hiring centers, anchored by employers like Booz Allen Hamilton, Leidos, and Amazon Web Services, which maintain substantial Virginia footprints and regularly staff customer success operations functions. The most in-demand specialties include CRM administration, customer lifecycle analytics, and post-sales process optimization. Find a role that fits below and apply directly.
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Showing 4 of 40+ Customer Success Operations jobs
We offer the same commitment to our employees by providing professional development, meaningful projects, and flexibility to spend time with family and friends. We believe employees are at their best when fulfilled in both their professional careers and their personal lives. Learn more at www.REIsystems.com.
Employees voted REI Systems a Washington Post Top Workplace in 2015, 2016, 2018, 2020, 2021, 2022, 2023, 2024, and 2025!
The Customer Success Specialist – Team Lead serves as the operational lead for the Help Desk and acts as the designated backup to the Help Desk Manager. This role is responsible for ensuring the successful delivery of customer support services through effective queue management, contractual reporting, knowledge management, and coordination across technical and program teams.
The Team Lead plays a critical role in maintaining service quality, monitoring operational performance, supporting management functions, and driving continuous improvement. This individual serves as the primary escalation point for Help Desk operations and works closely with stakeholders, application teams, developers, program staff, and Tier 3 support resources to ensure timely issue resolution and compliance with contractual requirements.
Key Responsibilities
Operational Leadership and Management Support
- Serve as the primary backup to the Help Desk Manager, assuming management responsibilities during periods of absence and supporting daily operational oversight.
- Assist with workforce coordination, workload balancing, scheduling, and resource management to maintain adequate support coverage and service-level compliance.
- Provide leadership, coaching, and operational guidance to Help Desk staff.
- Support team initiatives, projects, process improvements, and service-delivery objectives.
- Lead and coordinate major projects, data calls, system maintenance activities, application releases, and patching events.
- Promote accountability, collaboration, and adherence to established support procedures.
Queue Management and Service Delivery
- Serve as the Help Desk Queue Manager, overseeing ticket intake, prioritization, assignment, escalation, follow-up, and resolution.
- Monitor ticket queues, response times, resolution times, backlog, and service metrics to ensure compliance with established Service Level Agreements and performance standards.
- Identify operational bottlenecks, recurring issues, ticket trends, and service-delivery risks.
- Develop and implement corrective actions to improve efficiency, customer satisfaction, and ticket resolution.
- Serve as the primary escalation point for complex, urgent, or high-impact customer issues.
- Coordinate with Tier 3 support, developers, application teams, and program leadership to ensure issues are resolved promptly.
Contractual Reporting and Metrics Management
- Lead the development, validation, and delivery of weekly, monthly, quarterly, annual, and ad hoc contractual reports.
- Collect, analyze, and present operational performance data while ensuring accuracy, consistency, and compliance with contractual reporting requirements.
- Monitor key performance indicators, Service Level Agreements, customer satisfaction measures, ticket volumes, backlog, and operational trends.
- Provide actionable findings and recommendations to program and organizational leadership.
- Develop dashboards, presentations, and executive-level reporting materials.
- Support audits, program reviews, customer briefings, quality reviews, and reporting requests from internal and external stakeholders.
Knowledge Base Management
- Serve as the Knowledge Base Manager and maintain the overall accuracy, quality, usability, and effectiveness of support documentation.
- Develop, review, approve, publish, and maintain knowledge articles, frequently asked questions, standard operating procedures, troubleshooting guides, and user documentation.
- Establish and maintain knowledge-management standards, governance processes, review cycles, and content-approval procedures.
- Ensure support documentation remains current, consistent, accessible, and aligned with system or process changes.
- Partner with application teams, subject matter experts, developers, and Tier 3 support resources to capture institutional knowledge.
- Identify opportunities to improve customer self-service capabilities and reduce repeat support requests.
Customer and Technical Support
- Provide timely, professional, and customer-focused support to internal and external users through Help Desk channels, email, phone, and collaboration platforms.
- Troubleshoot application, account, access, system, and user-related issues.
- Document customer interactions, troubleshooting steps, escalations, and resolutions accurately within the ticketing system.
- Coordinate issue-resolution activities across technical and program teams.
- Maintain strong working relationships with customers, stakeholders, Tier 3 support personnel, developers, and program staff.
- Support user onboarding, training sessions, product demonstrations, system updates, and customer communications.
- Communicate service interruptions, system changes, planned maintenance, and issue-resolution updates clearly and promptly.
Collaboration and Program Support
- Serve as a liaison between customers, stakeholders, Help Desk personnel, application teams, and program leadership.
- Support process-improvement initiatives and the implementation of Help Desk and customer-support best practices.
- Maintain, retrieve, analyze, and disseminate information required to support program operations and stakeholder decision-making.
- Participate in operational meetings, status reviews, planning sessions, and continuous-improvement activities.
- Perform additional duties as assigned in support of program and organizational objectives.
- Minimum of three years of experience in Help Desk operations, application support, customer success, technical support, or a related service environment.
- Demonstrated experience leading support operations, managing ticket queues, or serving in a senior support or team-lead capacity.
- Experience monitoring ticket volumes, escalations, backlogs, response times, resolution times, and Service Level Agreement performance.
- Experience creating, managing, validating, and presenting operational or contractual performance reports.
- Experience developing and maintaining knowledge repositories, support documentation, standard operating procedures, or knowledge bases.
- Strong understanding of customer-support processes, incident management, escalation management, and service-delivery best practices.
- Experience troubleshooting application, user-access, account, and system-related issues.
- Excellent written and verbal communication skills, with the ability to communicate effectively with both technical and non-technical audiences.
- Strong analytical, organizational, and problem-solving skills.
- High level of accuracy and attention to detail.
- Experience using ticketing and support platforms such as Jira, ServiceNow, Salesforce, or similar systems.
- Ability to manage multiple priorities, meet deadlines, and work independently in a fast-paced environment.
- Ability to lead cross-functional efforts and collaborate effectively with customers, developers, technical teams, and program leadership.
Preferred Qualifications
- Bachelor’s degree in Information Technology, Business Administration, Communications, or a related field.
- Experience supporting government, enterprise, healthcare, life-sciences, or highly regulated programs.
- Experience working in an environment with formal contractual reporting and Service Level Agreement requirements.
- Knowledge of Information Technology Service Management frameworks and best practices.
- Experience developing executive-level dashboards, scorecards, reports, and performance metrics.
- Familiarity with AI-powered customer-support tools, workflow automation platforms, chatbots, and knowledge-centered support methodologies.
- Experience supporting application releases, maintenance activities, patching events, or production-support efforts.
- Previous experience supporting FDA applications, systems, programs, or regulatory business processes is highly desirable.
- Familiarity with FDA user communities, operational processes, and regulatory environments is a strong plus and may enable faster onboarding and more effective stakeholder support.
Ideal Candidate
The ideal candidate is a highly organized, customer-focused operational leader who excels in Help Desk management, service delivery, contractual reporting, and knowledge management.
They are comfortable stepping into management responsibilities when needed, providing direction to support staff, managing escalations, and driving accountability across technical and program teams. They can balance hands-on customer support responsibilities with operational leadership, reporting, documentation, and continuous-improvement activities.
Experience supporting FDA applications or working within a regulated government environment is strongly preferred. The successful candidate will understand the operational, compliance, communication, and customer-support requirements associated with government systems and stakeholders while ensuring the Help Desk consistently meets program, contractual, and customer-service expectations.
We offer the same commitment to our employees by providing professional development, meaningful projects, and flexibility to spend time with family and friends. We believe employees are at their best when fulfilled in both their professional careers and their personal lives. Learn more at www.REIsystems.com.
Employees voted REI Systems a Washington Post Top Workplace in 2015, 2016, 2018, 2020, 2021, 2022, 2023, 2024, and 2025!
The Customer Success Specialist – Team Lead serves as the operational lead for the Help Desk and acts as the designated backup to the Help Desk Manager. This role is responsible for ensuring the successful delivery of customer support services through effective queue management, contractual reporting, knowledge management, and coordination across technical and program teams.
The Team Lead plays a critical role in maintaining service quality, monitoring operational performance, supporting management functions, and driving continuous improvement. This individual serves as the primary escalation point for Help Desk operations and works closely with stakeholders, application teams, developers, program staff, and Tier 3 support resources to ensure timely issue resolution and compliance with contractual requirements.
Key Responsibilities
Operational Leadership and Management Support
- Serve as the primary backup to the Help Desk Manager, assuming management responsibilities during periods of absence and supporting daily operational oversight.
- Assist with workforce coordination, workload balancing, scheduling, and resource management to maintain adequate support coverage and service-level compliance.
- Provide leadership, coaching, and operational guidance to Help Desk staff.
- Support team initiatives, projects, process improvements, and service-delivery objectives.
- Lead and coordinate major projects, data calls, system maintenance activities, application releases, and patching events.
- Promote accountability, collaboration, and adherence to established support procedures.
Queue Management and Service Delivery
- Serve as the Help Desk Queue Manager, overseeing ticket intake, prioritization, assignment, escalation, follow-up, and resolution.
- Monitor ticket queues, response times, resolution times, backlog, and service metrics to ensure compliance with established Service Level Agreements and performance standards.
- Identify operational bottlenecks, recurring issues, ticket trends, and service-delivery risks.
- Develop and implement corrective actions to improve efficiency, customer satisfaction, and ticket resolution.
- Serve as the primary escalation point for complex, urgent, or high-impact customer issues.
- Coordinate with Tier 3 support, developers, application teams, and program leadership to ensure issues are resolved promptly.
Contractual Reporting and Metrics Management
- Lead the development, validation, and delivery of weekly, monthly, quarterly, annual, and ad hoc contractual reports.
- Collect, analyze, and present operational performance data while ensuring accuracy, consistency, and compliance with contractual reporting requirements.
- Monitor key performance indicators, Service Level Agreements, customer satisfaction measures, ticket volumes, backlog, and operational trends.
- Provide actionable findings and recommendations to program and organizational leadership.
- Develop dashboards, presentations, and executive-level reporting materials.
- Support audits, program reviews, customer briefings, quality reviews, and reporting requests from internal and external stakeholders.
Knowledge Base Management
- Serve as the Knowledge Base Manager and maintain the overall accuracy, quality, usability, and effectiveness of support documentation.
- Develop, review, approve, publish, and maintain knowledge articles, frequently asked questions, standard operating procedures, troubleshooting guides, and user documentation.
- Establish and maintain knowledge-management standards, governance processes, review cycles, and content-approval procedures.
- Ensure support documentation remains current, consistent, accessible, and aligned with system or process changes.
- Partner with application teams, subject matter experts, developers, and Tier 3 support resources to capture institutional knowledge.
- Identify opportunities to improve customer self-service capabilities and reduce repeat support requests.
Customer and Technical Support
- Provide timely, professional, and customer-focused support to internal and external users through Help Desk channels, email, phone, and collaboration platforms.
- Troubleshoot application, account, access, system, and user-related issues.
- Document customer interactions, troubleshooting steps, escalations, and resolutions accurately within the ticketing system.
- Coordinate issue-resolution activities across technical and program teams.
- Maintain strong working relationships with customers, stakeholders, Tier 3 support personnel, developers, and program staff.
- Support user onboarding, training sessions, product demonstrations, system updates, and customer communications.
- Communicate service interruptions, system changes, planned maintenance, and issue-resolution updates clearly and promptly.
Collaboration and Program Support
- Serve as a liaison between customers, stakeholders, Help Desk personnel, application teams, and program leadership.
- Support process-improvement initiatives and the implementation of Help Desk and customer-support best practices.
- Maintain, retrieve, analyze, and disseminate information required to support program operations and stakeholder decision-making.
- Participate in operational meetings, status reviews, planning sessions, and continuous-improvement activities.
- Perform additional duties as assigned in support of program and organizational objectives.
- Minimum of three years of experience in Help Desk operations, application support, customer success, technical support, or a related service environment.
- Demonstrated experience leading support operations, managing ticket queues, or serving in a senior support or team-lead capacity.
- Experience monitoring ticket volumes, escalations, backlogs, response times, resolution times, and Service Level Agreement performance.
- Experience creating, managing, validating, and presenting operational or contractual performance reports.
- Experience developing and maintaining knowledge repositories, support documentation, standard operating procedures, or knowledge bases.
- Strong understanding of customer-support processes, incident management, escalation management, and service-delivery best practices.
- Experience troubleshooting application, user-access, account, and system-related issues.
- Excellent written and verbal communication skills, with the ability to communicate effectively with both technical and non-technical audiences.
- Strong analytical, organizational, and problem-solving skills.
- High level of accuracy and attention to detail.
- Experience using ticketing and support platforms such as Jira, ServiceNow, Salesforce, or similar systems.
- Ability to manage multiple priorities, meet deadlines, and work independently in a fast-paced environment.
- Ability to lead cross-functional efforts and collaborate effectively with customers, developers, technical teams, and program leadership.
Preferred Qualifications
- Bachelor’s degree in Information Technology, Business Administration, Communications, or a related field.
- Experience supporting government, enterprise, healthcare, life-sciences, or highly regulated programs.
- Experience working in an environment with formal contractual reporting and Service Level Agreement requirements.
- Knowledge of Information Technology Service Management frameworks and best practices.
- Experience developing executive-level dashboards, scorecards, reports, and performance metrics.
- Familiarity with AI-powered customer-support tools, workflow automation platforms, chatbots, and knowledge-centered support methodologies.
- Experience supporting application releases, maintenance activities, patching events, or production-support efforts.
- Previous experience supporting FDA applications, systems, programs, or regulatory business processes is highly desirable.
- Familiarity with FDA user communities, operational processes, and regulatory environments is a strong plus and may enable faster onboarding and more effective stakeholder support.
Ideal Candidate
The ideal candidate is a highly organized, customer-focused operational leader who excels in Help Desk management, service delivery, contractual reporting, and knowledge management.
They are comfortable stepping into management responsibilities when needed, providing direction to support staff, managing escalations, and driving accountability across technical and program teams. They can balance hands-on customer support responsibilities with operational leadership, reporting, documentation, and continuous-improvement activities.
Experience supporting FDA applications or working within a regulated government environment is strongly preferred. The successful candidate will understand the operational, compliance, communication, and customer-support requirements associated with government systems and stakeholders while ensuring the Help Desk consistently meets program, contractual, and customer-service expectations.
See All 40 Customer Success Operations Jobs in Virginia
Find roles in Virginia that match your experience and apply in just a few clicks.
Find JobsCustomer Success Operations Jobs by City in Virginia
Where Virginia roles are concentrated, by current openings.
Customer Success Operations Job Market in Virginia
A snapshot from current Virginia openings, updated as new roles post.
Who's Hiring
Top Industries Hiring
- Retail
- Technology & Software
- E-Commerce & Online Marketplaces
What Virginia Employers Look For
The qualifications that appear most often in customer success operations jobs across Virginia.
- Bachelor's degree in business, communications, or a related field required
- Experience with CRM platforms such as Salesforce or HubSpot strongly preferred
- Demonstrated ability to analyze customer data and surface actionable retention insights
- Familiarity with ticketing and workflow tools like Zendesk, Jira, or ServiceNow
- Strong cross-functional coordination skills across sales, product, and support teams
- Experience building or refining onboarding and renewal playbooks for B2B customers
Customer Success Operations Jobs in Virginia: Frequently Asked Questions
How do you become a customer success operations in Virginia?
Customer success operations roles in Virginia do not require a state-issued license, so the path centers on education and experience. Most Virginia employers expect a bachelor's degree in business, communications, or a related discipline. From there, candidates build experience through sales operations, account management, or support analyst roles. Certifications such as Salesforce Administrator or a Customer Success Management credential strengthen a candidacy, particularly with Virginia's technology and defense-adjacent employers.
Which companies hire customer success operationss in Virginia?
Employers hiring customer success operationss in Virginia right now include Deltek, Nuix, and Cvent, based on current listings on Migrate Mate as of September 2026. Virginia's concentration of technology firms and government contractors in the Northern Virginia corridor means many of these employers hire for both commercial and public-sector customer success operations functions.
Which Virginia cities have the most customer success operations jobs?
Arlington, Reston, and Herndon lead Virginia for customer success operations openings. Northern Virginia's density of technology companies, federal contractors, and cloud infrastructure employers drives the largest share of postings, while Richmond's growing SaaS and financial services base and Virginia Beach's defense and logistics presence account for strong demand outside the D.C. corridor.
Are there remote customer success operations jobs in Virginia?
Yes, and more than most fields, since customer success operations work is largely desk-based and systems-driven. About 92% of customer success operations openings tied to Virginia are remote or hybrid as of September 2026, reflecting the role's compatibility with distributed teams. The most remote-friendly sub-areas tend to be CRM analytics, renewal operations, and customer lifecycle reporting.
How can I get hired as a customer success operations in Virginia with little or no experience?
The most realistic entry path is moving from a support analyst, sales coordinator, or account associate role into a junior customer success operations position. Northern Virginia technology employers and government contractors often post associate-level operations roles that accept candidates without direct CS operations experience but with exposure to CRM tools or data reporting. Building a Salesforce Administrator certification before applying gives candidates a concrete, verifiable edge that Virginia hiring managers in the technology sector consistently look for.
Where can I find and apply to customer success operations jobs in Virginia?
You can find and apply to customer success operations jobs in Virginia on Migrate Mate, which lists current Virginia openings across Northern Virginia, Richmond, Virginia Beach, and beyond. Find the roles that fit your experience and apply directly to each one.
See All 40 Customer Success Operations Jobs in Virginia
Find roles in Virginia that match your experience and apply in just a few clicks.
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