Customer Success Operations Manager

Standardise the Customer Success operating model globally, partnering with CS leadership to define lifecycle stages, engagement frameworks and operational playbooks. Partner with Customer Success global leadership to operationalise Customer Success strategy, translating strategic priorities into scalable processes, systems and operational frameworks.

Requirements

• 5+ years of experience working in Customer Success Operations or Enablement within a B2B SaaS or technology organisation
• Strong experience working with Gainsight (or similar CS products)
• Demonstrated experience designing scalable operational processes and systems
• Strong data literacy and analytical capability
• Ability to investigate and validate customer data issues
• Experience working with integrated SaaS systems such as CRM (HubSpot preferred), support platforms and analytics tools
• Strong stakeholder management skills
• Highly organised with a practical mindset