Hybrid Customer Success Operations Manager

Posted last week

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About the role

  • **What you will do**
  • Own and optimize the Customer Success tech stack (e.g., CS platform, Salesforce, etc.)
  • Design and implement scalable processes that support CSM workflows and customer lifecycle management
  • Develop and maintain dashboards and reporting to monitor customer health, churn risk, and engagement
  • Partner with cross-functional teams to align CS Ops initiatives with broader business goals
  • Automate routine tasks to increase CSM efficiency and reduce manual work
  • Support onboarding, training, and enablement of CSMs on tools and processes
  • Lead initiatives to improve data quality, segmentation, and actionable insights
  • Track and report on KPIs related to retention, expansion, and customer satisfaction
  • Identify opportunities for continuous improvement and operational excellence

Requirements

  • **Skills we are looking for**
  • 3+ years of experience in Customer Success Operations, Revenue Operations, or a related field within a SaaS or technology environment.
  • Advanced proficiency in Salesforce and ServiceCloud, with hands-on experience configuring workflows, dashboards, and automation to support CS teams.
  • Demonstrated success in designing and scaling operational processes that improve efficiency and customer outcomes across teams or regions.
  • Strong analytical skills, with 2+ years of experience in data visualization and reporting using tools such as Tableau, Power BI, or advanced Excel (pivot tables, VLOOKUP, macros).
  • Proven track record of managing cross-functional projects, including stakeholder alignment, timeline management, and delivery of measurable results.
  • Experience supporting CS teams with tools, insights, and playbooks that drive adoption, retention, and expansion.
  • Ability to translate business needs into scalable operational solutions, including system enhancements, process improvements, and reporting frameworks.
  • Comfortable operating in fast-paced, ambiguous environments, with a bias for action and continuous improvement.
  • Excellent written and verbal communication skills, with a proactive, solution-oriented mindset and the ability to influence across levels.

Benefits

  • **To find out more**
  • As an equal opportunity employer, we are dedicated to creating a diverse and inclusive workplace where everyone feels valued and empowered. Please inform your GBG Talent Attraction Partner if you require any reasonable adjustments to the interview process.
  • To chat to the Talent Attraction team and find out more about our benefits and why we’re a great place to work, drop an email to [email protected] and we’ll be in touch. You can also find out more about careers at GBG and check out our current opportunities at gbgplc.com/careers.

Job title

Customer Success Operations Manager

Job type

Experience level

Mid levelSenior

Salary

Not specified

Degree requirement

No Education Requirement

Tech skills

Location requirements

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