Customer Success Operations Manager

About the role

The role builds and scales the operational backbone of a customer success organisation, owning systems, processes and operating rhythms that support customer success and implementation teams.

What you will do

• Create and maintain playbooks, standard procedures and templates covering internal workflows, utilisation, upsell and renewals
• Put scalable processes and tools in place for implementation, customer health, business reviews, renewals and expansions
• Design and run quarterly goal cycles, scorecards and incentive mechanics for customer success
• Keep opportunity tracking and data hygiene in Salesforce so the team can prioritise its accounts effectively
• Build onboarding and training programmes and keep a central knowledge base current
• Work across teams to roll out product and process changes and automate manual workflows

What they look for

• At least four years in customer success operations, revenue operations or a comparable operations role supporting a customer-facing team
• Experience designing and running bonus, incentive or variable pay structures for customer-facing teams
• Solid grasp of the customer lifecycle from implementation and adoption through renewals, expansions and escalations
• Proven record of building scalable customer success processes, workflows, playbooks and systems
• Strong analytical skills, using data and reporting to spot gaps, set priorities and lift team performance