Customer Success Operations Manager, EMEA

We are looking for a Customer Success Operations Manager, EMEA to play a pivotal role in shaping and scaling our rapidly growing EMEA Customer First organisation.

The Senior Manager, Customer First Operations, EMEA will work closely with the Global CX Operations team and act as the primary operational partner for the EMEA VP of Customer First and other senior CX leadership.

Responsibilities:

• Establish and implement operations rigour and standards for the CX team
• Design, refine, and continuously optimise Management Systems
• Integrate the customer journey from sales through to customer success
• Drive Management System Optimisation
• Enable Cross-Functional Handoffs
• Maintain Customer Lifecycle Visibility
• Mitigate Risk via 'Path to Green'
• Shift to Leading Metrics
• Provide Operational Muscle for Scaling
• Deliver Executive Read-outs
• Manage Documentation Lifecycle
• Capacity and Coverage Planning

Requirements:

• Demonstrated experience and success in GTM operations, customer success operations, or revenue operations
• Exceptional analytical and quantitative skills
• Deep understanding of the end-to-end customer journey
• Strong proficiency in leveraging AI tools and applications
• Outstanding collaboration and communication skills
• A strong growth mindset with an appetite for constant improvement
• Extreme attention to detail
• Deep experience with CRM and CS platforms
• Proven track record of evaluating operational experiments