Description:
Our client, a rapidly growing SaaS company with a global customer base, is hiring a Customer Success Operations Lead to optimise the tools, processes, and data that power their CS function. This is an ideal role for someone who thrives in fast-paced environments and loves driving impact through systems thinking, analytics, and operational strategy.
Key Responsibilities:
- Own and manage the customer success tech stack (e.g. CSP, Salesforce, BI tools).
- Build and maintain dashboards and reports for tracking customer health, revenue, onboarding, renewals and retention.
- Collaborate with CS leadership to identify inefficiencies and deliver scalable process improvements.
- Maintain clean, reliable data across all customer touchpoints.
- Support monthly and quarterly reporting cycles with insights and presentation materials.
- Align with Sales and Marketing on lead flows, onboarding journeys and lifecycle stages.
- Roll out new tools and improvements, documenting workflows and sharing knowledge across teams.
- Leverage AI tools to enhance forecasting, customer engagement, and operational workflows.
About You:
- Experience in CS, Revenue or Business Operations, ideally within SaaS.
- Strong understanding of customer success workflows, metrics and tools.
- Skilled in Salesforce, data analysis, and reporting.
- Analytical mindset and proactive problem-solver who enjoys optimising systems.
- Confident working across teams and managing multiple priorities.
- Familiar with AI tools for automation or analysis.
- Bonus if experienced in Tableau, Looker, Power BI or systems integration.