Senior Customer Success Operations Manager

Senior Customer Success Operations Manager (RevOps)

We're hiring a Senior Customer Success Operations Manager to join a growing Revenue Operations team at a leading SaaS technology business.

This is not a traditional Customer Success role.

It's a build-and-scale opportunity for someone who wants to create the operational foundations that enable Customer Success teams to retain customers, drive renewals, improve NRR, and scale efficiently.

You'll work alongside Revenue Operations leadership to design the systems, processes and automations that power a customer organisation of almost 100 customer-facing employees.

In your first 6 months, your focus will be on:

• Owning and evolving the Customer Success operating model
• Optimising Planhat and the wider CS technology stack
• Improving customer health scoring, lifecycle management and renewals
• Designing scalable processes across Customer Success, Onboarding, Support and Professional Services
• Introducing automation and AI to remove manual work and improve team productivity
• Delivering reporting and dashboards that provide meaningful visibility into customer health, churn risk and NRR

From there, you'll play a key role in shaping the long-term Customer Success Operations roadmap and helping build a world-class customer organisation.

What We're Looking For

We're looking for someone who combines operational excellence with strong systems thinking and enjoys building scalable customer operations.

You'll likely come from Customer Success Operations, Revenue Operations, Customer Operations or a similar function where you've owned customer lifecycle processes, systems and operational improvement.

This is not a deeply technical role, but it does require strong technical fluency.

You'll need experience with:

• Customer Success Operations or Revenue Operations
• Strong understanding of retention, renewals, churn prevention, customer health scoring, customer lifecycle management, onboarding, adoption, QBR/EBR processes, customer segmentation, and NRR improvement.
• Customer Success platforms such as Planhat, Gainsight, ChurnZero or Totango
• CRM systems (Dynamics, Salesforce or HubSpot)
• Systems thinker with skills in workflow improvement, automation, integrations, data quality, APIs, webhooks, and operational tooling
• Comfortable working with tools such as Power Automate, Zapier, Make or similar
• APIs, integrations and improving data quality across customer systems

Browse our curated collection of remote jobs across all categories and industries, featuring positions from top companies worldwide.

Bonus points if you've started introducing AI into Customer Success workflows or operational processes.

Why This Role?

• Own Customer Success Operations for a growing SaaS business
• High visibility with Revenue Operations leadership
• Design the operating model, not just maintain it
• Drive AI and automation initiatives across the customer journey
• Shape how Customer Success, Support, Onboarding and Professional Services work together
• Fully remote role with only occasional company offsites

This role is perfect for someone who enjoys solving operational challenges, improving systems, and creating scalable processes that help customer-facing teams deliver exceptional experiences.

This is a remote-based role with very occasional visits to the office in Madrid. Fluent English speaking skills are essential. On offer is a salary up to €50k plus benefits package including

If you're passionate about Customer Success Operations, automation, AI and building the operational foundations that drive retention and growth, Apply now!