SaaS Customer Operations Lead

As a Customer Operations Lead, your mission is to establish sustainable value for the customers in your portfolio. This role drives our team’s success in two ways: on the one hand you oversee the implementations of Binocs in your portfolio. On the other hand you build a long-term successful collaboration with your customers after the go-live.  

Sounds like you? Read on! 

You are a true business centipede who enjoys taking hands‑on ownership in a technology environment, and you’re excited to make our customer success team even more impactful. You oversee a portfolio of clients and manage their full lifecycle. Particularly in the beginning, you can expect to jump in wherever needed to learn the ins and outs of the Binocs customer success team. Once up to speed, your role evolves into that of a hands‑on manager: 

• Lead implementation projects and a team of consultants, following our methodology and steering planning, budget, scope, and risk management. Support customer workshops as needed to understand their processes, uncover laboratory workflows, and translate them into Binocs configurations. 

• Ensure adoption and value realization after go‑live, driving effective usage, renewal, and long‑term strategic collaboration opportunities. 

• Build and develop a team of implementation and customer success colleagues. Guide their growth, both within your accounts and across collaborations with other managers. 

• Support presales with scoping and effort estimations based on your implementation experience. 

• Act as a first point of escalation for customers and team members throughout the entire lifecycle. Throughout strong relationships with Director-level stakeholders, you guide projects and teams to success while ensuring executive engagement and alignment.  

#LI-AM1

• At least 5 years of experience in management consulting or SaaS implementations.  

• Strong consulting skills and the ability to lead workshops to understand customer requirements. You’re not hesitant to deep-dive into conversations to acquire that thorough understanding. 

• An analytical mindset. You’re comfortable configuring solutions, analyzing data flows, investigating outputs, and interpreting dashboards.

• Excellent people and communication skills (verbal and written). 

• You are an entrepreneur – you like fast-paced and dynamic environments where you take ownership over your portfolio. 

• First experience in people management. 

• A  Master’s degree; engineering is a plus. 

• Fluency in English, with French or Dutch a strong advantage. Any additional language is a bonus. 

• You feel connected with and are ready to represent our company values: dig deep, own it, come together, move fast and be kind!

• You show a willingness to travel globally and to work in a hybrid working model.

• You have a valid driver’s license or will obtain this in the next 6 months.

At Bluecrux, we transform supply chains into smart, efficient value chains through a blend of expert consulting and cutting-edge technology. We collaborate closely with industry leaders like Johnson & Johnson, GSK, Bridgestone, AkzoNobel, Beiersdorf, Oatly, and many more – creating partnerships that drive meaningful impact. With a global presence in Europe, the US and APAC, we're committed to shaping the future of value chains, one success story at a time.

Binocs is the global #1 SaaS solution for scheduling and planning in Quality laboratories and CGT production. Featuring AI-enabled scheduling, scenario-based capacity planning, demand and operations management, intelligent sample campaigning, and advanced performance management, Binocs offers the end-to-end visibility and control that will bring your operational optimization to the Cutting X.    

Empower your teams with confidence in their workplans, enhancing productivity and maximizing SLA adherence.