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.
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