Customer Success Specialist providing support and advice on energy contracts for clients in France. Focus on enhancing customer experience and operational excellence in the energy sector.
About the role
- Operations Manager overseeing operational excellence for Customer Success at Xero. Partnering with leadership and implementing continuous improvement strategies with a focus on AI integration.
Responsibilities
- Drive CS Operational Strategy: Act as the primary operational partner for the Head of Customer Success, helping to drive the strategic operations and day-to-day operational rhythm of the CS function. Focus on workflow management, performance against key metrics, and identifying E2E friction points.
- Embed Continuous Improvement: Proactively identify, analyze, and implement process improvements to enhance efficiency, scalability, and customer outcomes. Champion a culture of operational excellence and data-driven decision-making.
- Monitor & Drive Performance: Establish, track, and report on key operational metrics and CS-related KPIs. Provide actionable insights and data-driven recommendations to leadership to drive a strong results and delivery focus.
- Enable Change Adoption: Partner with CS leaders to implement and embed functional changes. Develop and execute operational readiness plans—including documentation, system configuration, and communication—to ensure high adoption and seamless transitions from projects to BAU.
- Champion AI & Technology: Actively research, pilot, and deploy AI tools and other technologies to optimize CS operations, improve team productivity, and enhance the customer experience.
- Manage Operational Readiness: Own the operational readiness framework for the CS team, ensuring all processes, documentation, and systems are robust, scalable, and support BAU excellence.
- Stakeholder & Comms: Act as the primary operational liaison between the CS function and the central CX team, managing communications and reporting on operational performance, risks, and improvement initiatives.
Requirements
- Proven experience in an Operations Management role, preferably within a SaaS or tech environment.
- Experience working directly with or in a Customer Success function.
- Demonstrable experience in process improvement, operational readiness, and driving continuous improvement cycles.
- Experience in supporting leaders to drive and embed change, including internal communications and readiness planning.
- Practical experience with, or a strong passion for, leveraging AI and automation tools to drive operational efficiency.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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