Customer Operations Manager

About the role

We're looking for a Customer Success Operations Associate to own the systems, data, and processes that keep our Customer Success organization running efficiently. You'll work closely with the Sr. Customer Success Operations Manager and cross-functionally with CSMs, Renewals, and Onboarding teams to ensure reporting is accurate, tools are configured correctly, and workflows move smoothly.

What you'll do

• Build and maintain recurring reports and dashboards (health scores, churn/renewal metrics, CSM productivity
• Pull and clean data from CS platforms to support leadership reporting and QBRs
• Own day-to-day administration of CS platforms (e.g., Gainsight, Salesforce, Zendesk/Intercom), including field updates, access requests, and configuration changes
• Document and refine workflows, playbooks, and automations that the broader CS team uses, proactively identifying and proposing improvements where friction exists
• Own renewal tracking and reporting, independently surfacing upcoming renewals and at-risk accounts to the CS Operations Manager and CSMs

What you need

• 4–7 yrs of experience
• CRM
• Customer success
• Zendesk
• Salesforce
• HubSpot
• Communication
• Any graduate

Good to have

• SQL
• Customer handling
• Data visualisation
• Tableau
• Looker