Client Success Operations & Enablement Specialist

About JustPark

JustPark is the premier partner offering both B2B solutions for destinations and B2C services for drivers, giving us the best of both worlds. We simplify the entire parking experience. From venues and local government to private driveways, our platform makes it simple for drivers to find, book, and pay for parking—while empowering our operating partners to deliver exceptional parking experiences.

We’ve always believed parking should be easier—from end to end. That’s why we, two trailblazing companies—ParkHub and JustPark—have come together to make that vision a reality. 

ParkHub revolutionized event parking in the US, optimizing venue operations for a smoother, stress-free experience. JustPark transformed parking in the UK, turning the hunt for a spot into a simple, seamless task.

Now, as one unified company, we’re combining expertise to offer a full-service, frictionless parking solution for both businesses and consumers.

About the Role

The CS Ops and Enablement specialist will own the operational backbone of our CS organisation: building processes/playbooks, configuring our core toolstack, and, using modern AI tooling to build internal solutions for the team.

This isn't a system admin role. We want someone who understands customer success from the inside — who knows what a renewal cycle actually looks like, what makes a QBR useful, where CSMs lose time — and can translate that into systems and workflows that deliver better results for our clients and our business.

This role can be based in our London office, and will work with teams across the US and UK.

What You’ll Do

Process & Enablement

• Partner with Ops leadership to design, document, and continuously improve processes — from onboarding playbooks to renewal workflows and escalation paths
• Build and maintain a library of templates, email sequences, call frameworks, and internal guides
• Run onboarding and ongoing training for CS team members across UK and US markets

Core Systems & Tooling

• Planhat is our primary tooling for the success team
• Own day-to-day administration, including segment logic, health scores, automation rules, computed fields, and dashboards
• Create and continuously improve complex and custom integrations 
• Maintain and improve our BigQuery, Salesforce and Zendesk integrations, working with relevant platform admins where necessary
• Contribute to reporting dashboards (Tableau & Claude) which surface success data for executive leadership 
• Manage data integrity across platforms

AI-enabled Builder

• Use AI (Claude Code, Replit, etc) to build solutions which solve CS pain points and increase efficiency
• Internal-facing tooling; scalable tools for tracking, workflows, reporting, etc
• AI skills/similar for the success team to improve speed and quality
• AI agents to handle routine client enquiries and automate repetitive tasks
• Collaborate with the product and engineering team to share insights that inform feature development, and to integrate success tooling with core products.

What Success Looks Like

30 days

• Established relationships with success/ops teams in both US and UK
• Reviewed Planhat implementation and agreed action plan for improvement & uptake
• BigQuery client data reliably surfacing in Planhat

• Developed or improved at least one process

60 days

• Implemented 4 or more workflows in Planhat, including at least one which uses client data from BigQuery
• Established a library of playbooks and templates with initial assets created and a prioritised list of assets to produce
• Published at least 2 internal tools or agents which delivering measurable improvements

90 days

• Planhat is clean, well-structured and trusted by the team (the action plan from first 30 days has been delivered)
• Established cadence of continuous improvement for Planhat, playbooks, templates, etc
• Supporting multiple members of the broader US and UK team to build and iterate on internal tools and agents