Senior Customer Success Operations Manager, EMEA
Core
Senior Customer Success Operations Manager driving operational discipline, forecasting, and process optimization for a global Post Sales organization.
Role type
Senior IC Customer Success Operations Manager
Builds
Scalable operational frameworks, forecasting rhythms, and QBR processes for the Post Sales team
Domain
SaaS / Customer Success / Revenue Operations
Deliverable
dashboards & analysis
Required skills
Customer Success Operations, Salesforce, Customer lifecycle management, Retention forecasting, Capacity planning, Operational performance reporting, Advanced Excel
Preferred skills
Stakeholder influence, Process improvement
Technologies
Salesforce, Excel
Responsibilities
Drive Customer Success capacity and account coverage planning; Own retention, renewal, and churn forecasting rhythms; Analyze customer lifecycle performance to identify retention drivers; Define and own the QBR process end-to-end; Lead program management for the Post Sales team; Identify operational inefficiencies and translate them into scalable processes; Own the operational framework for the customer lifecycle.
Seniority
Senior, hands-on IC