Customer Success Ops Manager
New
A
AdthenaSearch Intelligence
UK I EU (Remote)Full-TimeManager
Salary not disclosed
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Job Details
- Experience
- 3+ years in a CS Ops, RevOps, or Customer Operations role within a B2B SaaS business
- Required Skills
- SalesforceSaaS
Requirements
- 3+ years in a CS Ops, RevOps, or Customer Operations role within a B2B SaaS business.
- Hands-on configuration/administration experience with Planhat, Gainsight, or similar.
- Proven experience connecting CS platforms with Salesforce and product analytics tools.
- Experience helping teams transition from high-touch to low-touch or tech-touch models.
- Strong working knowledge of CS metrics including GRR, NRR, and churn forecasting.
- Ability to build and maintain dashboards for executive leadership.
- Practical experience using automation tools like Zapier or Make.
- Experience evaluating and implementing AI tools within CS operations.
- Strong cross-functional collaboration skills (Sales, RevOps, Product, CX).
- Ability to influence stakeholders without direct authority.
Responsibilities
- Connect and simplify the CS tech stack including Planhat, Salesforce, Pendo, and Fluint.
- Design and implement an integration architecture in Planhat.
- Build proactive playbooks, alerting, and nudge workflows for CSMs and AMs.
- Develop customer health scores and early-warning processes for churn/expansion.
- Design operational blueprints for low-touch or tech-touch CS models.
- Maintain dashboards for portfolio health, engagement, and commercial risk.
- Produce renewal forecasting data and track GRR, NRR, and time to value.
- Standardize core CS processes such as value tracking and renewal workflows.
- Drive internal adoption of CS platforms and train team members.
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