Customer Success Operations Lead – Fixed-Term Contract

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Design and documentation of playbooks: Create the operational playbooks that the Customer Success Management (CSM) team will follow, encompassing renewal processes, customer retention strategies, onboarding procedures, business reviews, customer communications, escalation protocols, and stakeholder engagement. Ensure that each playbook has a designated owner, a clear system of record, and a measurable success criterion.

• Coordination of rollout: Lead the transition from design to implementation of the new operating model. Manage interdependencies across Revenue Operations, Product, Growth, Marketing, and Partner Strategy, organizing the workflow to prevent the team from being hindered by delays.

• Coaching and adoption: Monitor which practices are effective and which are not. Guide the CSM team through these transitions and identify potential issues before they escalate.

• KPI aggregation and reporting: Take responsibility for the operational KPIs that assess the effectiveness of the operating model. Prepare monthly reports and present quarterly findings to the Senior Leadership Team.

• Ownership of the implementation plan: Keep the live implementation plan updated as decisions and dependencies change. Manage the critical path and ensure its visibility.

• Cross-functional liaison: Serve as the Customer Success representative for collaboration with peers in Revenue Operations, Product, Growth, and Marketing. Identify and resolve obstacles early to maintain the pace of delivery.

⛳️ Requirements

• Practical experience in establishing or restructuring a Customer Success function within a SaaS organization of a comparable size (50–200 employees, sub-£20M ARR).

• Proficient in the principles of Customer Success; familiar with renewal cycles, expansion opportunities, and churn analysis, and capable of engaging in commercial discussions effectively.

• Experience in developing a Customer Success playbook from the ground up, whether it pertains to onboarding, renewals, retention strategies, or similar frameworks.

• Accountable for Net Revenue Retention (NRR) or Gross Revenue Retention (GRR) targets and knowledgeable about the factors that influence them.

• Comfortable navigating a contemporary Customer Success technology stack, including CRM systems, quote management tools, and product analytics platforms.

• Strong written communication skills: your playbooks are well-read and actively utilized.

• Proficient in leveraging AI tools as a genuine force multiplier in your daily tasks.

🏝️ Benefits

• Private healthcare, including dental and optical services.

• Company-contributed pension plan (matched up to 5%).

• Unlimited paid vacation.

• Flexible working arrangements - we request that you be available during core hours (10-4) for collaboration, but you can work at your convenience outside of these hours.

• 10 paid sick days.

• Death in service benefit, 4 times your annual salary.

• Employee Assistance Program (EAP).

• Tech scheme (Salary sacrifice; CloudM can lend you up to £1,000.00 for technology equipment).

• 10 dedicated Time to Learn days.

• Paid time off for birthdays.

• Opportunities for professional growth within a rapidly expanding tech company with a strong year-on-year growth trajectory.

• Industry-leading parental leave policies.

• Various well-being initiatives.

• Exclusive access to discounts and rewards.

• High-quality equipment (laptops, phones, etc.).

• Budget for working from home equipment.