Client Success Ops & Tooling Engineer

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.

The Client Success Ops & Tooling Engineer 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 is based in our London office, and will work with teams across the US and UK.

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.

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  

• 5+ years of experience client success, technical account management, revenue operations or similar role - you must understand the domain
• Hands on experience as an admin for Planhat, Salesforce or comparable platforms (not just user familiarity)
• Strong process design instincts. Able to map a workflow, identify failure points, and build something that scales
• Technical fluency to read API specs, review logs and write basic SQL/python/similar scripts
• Clear written communication, you'll be writing playbooks, training materials, and process docs that others will actually use
• Excellent interpersonal skills with the ability to communicate clearly and credibly across teams and levels
• Strong organizational skills, able to work independently and take ownership of assigned tasks in a fast paced environment 

• Experience using ChatGPT Codex, Claude Code or similar to ship working solutions (this may be in personal projects)
• Experience as an admin for Jira, Zendesk, Asana or other similar tooling
• Experience building reports/dashboards with Tableau, PowerBI or similar tooling

• Experience in start-up and/or scale-up businesses
• Experience working with teams and/or clients across multiple time zones
• Experience working in B2B2C environments involving both B2B clients and end-users where the commercial model is partly driven by end-user transactions
• Background in parking technology, mobility, event management or venue operations

• You enjoy working across a wide range of tools and domains
• You are passionate about process optimisation
• You are excited about using AI-development tools to ship working solutions quickly

Recharge your batteries

• Generous holiday policy: 25 days + bank holidays + managers can grant up to 5 extra days for high performance (total of 38 days a year)
• Free lunch on all office days via Feedr with daily meal choice
• Free snacks & drinks on all office days

Investment in you and your wellbeing

• Private Medical Insurance with Vitality
• Life assurance through YuLife
• £25 credit for eye tests per year
• Free O2 concert tickets through our partnership with the O2

Simplifying journeys so you can breathe easier

• £50 parking credit per month via JustPark
• Cycle-to-work salary sacrifice scheme
• EV salary sacrifice car scheme via Octopus Energy

We look out for your family

• Enhanced parental leave with 6-months enhanced maternity leave and 4 weeks fully-paid paternity leave
• Help finding great childcare with funded hours via Koru Kids

Look after the pennies

• Competitive pension offering with standard and salary sacrifice options

Success is best when it's shared

• Quarterly away days with the whole UK team
• Quarterly team social budget
• Social activities and celebrations on our gorgeous rooftop in King's Cross