Customer Success Operations Manager

Own and optimise the Customer Success technology stack, including HubSpot, Gong and Custify, or equivalent platforms, ensuring effective health scoring, workflow automation and data hygiene.

Design, document and maintain standardised playbooks for customer onboarding, adoption, renewals and escalations.

Identify, evaluate and implement AI-enabled workflows that reduce manual Customer Success activities, improve efficiency and surface customer risks earlier.

Facilitate and co-own the renewal forecasting process in partnership with Customer Success leadership.

Develop and maintain KPI frameworks, dashboards and reporting systems covering retention, renewals, expansion and customer health.

Lead recurring business reviews and forecasting activities, translating operational data into clear insights, risks, trends and recommendations for leadership and executives.

Coordinate annual NPS surveys, analyse results and develop action plans to improve customer experience.

Analyse data across multiple systems to identify the factors influencing customer churn and expansion, recommending opportunities for improvement.

Manage customer segmentation and support capacity planning to ensure appropriate coverage across the customer base.

Establish operating cadences, planning processes and capacity models that improve predictability and support the team's growth.

Collaborate with Sales, Product, Finance and Support to align customer handoffs, renewal forecasts and feedback processes.

Lead cross-functional initiatives from initial scoping through implementation, influencing stakeholders without direct authority and measuring outcomes.

Build a consistent customer health and risk model that is trusted and actively used by Customer Success teams and leadership.

Develop self-service reporting and operational visibility that reduce ad hoc requests and help identify risks and bottlenecks early.