Customer Success Operations Lead

Are you passionate about Customer Success excellence, data-driven retention strategies, and making global CS teams more efficient? If so, we are looking for a CSM Operations Lead to join us.

In this role, you will be a key pillar of our Revenue Operations team, acting as a strategic Business Partner to our global CS leadership. You will own the operational health of our customer base and drive continuous process improvement to protect and grow our recurring revenue. You will partner closely with both Senior GTM Ops, Customer Success management and internal system stakeholders to keep our post-sales engine running at its best.

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  Strategic Support: Act as the primary Business Partner for VP, Customer Success EMEA & VP, Customer Success Americas, supporting CSM regional directors and 1st line managers worldwide.

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  Data & Insights: Lead Retention Forecasting, CSM Data Operations, and provide deep-dive Churn & Downsell Analysis.

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  Reporting & Analysis: Manage all Reporting Requirements and perform Ad Hoc analysis to drive executive decision-making.

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  Lifecycle Management: Own Accounts Allocation, Handover tracking, and the monitoring of all CSM KPIs.

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  Performance & Incentives: Manage Quotas, Commission Inquiries, and Exceptions, ensuring accuracy in CSM compensation.

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  Operational Rhythm: Drive the leadership drumbeat by managing Meeting Agendas & Notes, as well as the preparation and resourcing for QBRs, All Hands, and Off-sites.

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  Systems & Communication: Liaise with the ISD (Internal Systems & Data) team to validate Tool Requirements, oversee Internal Communication, and ensure system workflows align with CS operational needs.

• Technical Proficiency: Advanced experience with Salesforce (reporting, dashboards, and data architecture) and Gainsight (Success Plans, Playbooks, and Health Scoring).

• Experience: 3–5 years of experience in Revenue Operations, Sales Operations, or a dedicated CSM Operations role within a SaaS environment.

• Analytical Rigor: Exceptional attention to detail with a GTM business approach to data; you don’t just flag risks, you solve them at scale.

• Communication: Strong written and verbal English communication skills, with the ability to translate complex data into actionable insights for regional directors.

• Project Management: Proven ability to work cross-functionally and manage competing priorities—such as commission cycles and strategic planning—in a fast-paced environment.

• Proactive Mindset: You are a self-starter who proactively identifies friction in the customer lifecycle and proposes scalable solutions.