Senior Strategy & Operations - Success Department
Core
Drive transformation and productivity improvements within the Customer Success department by implementing scalable solutions, optimizing workflows, and leading change initiatives.
Role type
Senior Strategy & Operations Manager (Customer Success)
Builds
Scalable operational solutions and improved CS processes for a European SMB accounting software platform
Domain
FinTech / SMB Accounting / Customer Success
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Operational transformation, project management, business analysis, stakeholder management, change management, data literacy, SQL, automation/nocode tools, customer support domain knowledge, Salesforce/Intercom/Zendesk familiarity
Preferred skills
AI/ML knowledge, advanced SQL, deep expertise in Intercom/Zendesk/Salesforce
Responsibilities
Observe and challenge the status quo to propose efficiency improvements; implement new systems and organizational changes; drive adoption of new methods and tools across the CS team; analyze corporate challenges and their impact on CS; benchmark against other services to inform strategy
Seniority
Senior, hands-on IC with strategic impact
