Customer Success Ops Manager

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

📋 Description

• Take ownership of the systems, processes, and data infrastructure that empower Adthena’s Customer Success and Account Management teams to function efficiently at scale.

• Transform disjointed tools and reactive workflows into a cohesive, insight-driven framework that guides CSMs and AMs on where to direct their efforts, when to take action, and the rationale behind it.

• Conduct an audit of the current state of Planhat and the data sourced from Salesforce, Pendo, and Fluint, identifying areas of disconnection or duplication.

• Design and execute an integration architecture in Planhat that establishes a single source of truth for customer health, engagement, and commercial data.

• Streamline the existing Planhat configuration that has become overly complicated and is hindering adoption.

• Develop proactive alerting mechanisms and enhance proactive playbooks and nudge workflows that highlight risks and opportunities to CSMs and AMs without requiring manual input.

• Collaborate with the Commercial Platform Executive and RevOps Manager to synchronize CS and commercial data flows.

• Uphold clean and reliable data hygiene standards across the CS platform.

• Oversee the creation and refinement of Adthena’s customer health score, ensuring it accurately reflects genuine leading indicators of churn and expansion risk.

• Transition the team from reactive risk management to systematic early-warning processes.

• Create playbooks within Planhat that prompt the appropriate CSM or AM actions at the right time.

• Ensure health data is accessible and meaningful for the entire CS and AM team, not just for leadership.

• Monitor and report on health trends throughout the customer base to aid retention forecasting.

• Design the operational framework for a low-touch or no-touch CS tier, encompassing tooling, automation, and intervention thresholds.

⛳️ Requirements

• A minimum of 3 years in a CS Ops, RevOps, or Customer Operations role within a B2B SaaS environment.

• Direct experience with Planhat, Gainsight, or a similar CS platform at both configuration and administration levels; Planhat experience or certification is highly preferred.

• Demonstrated success in linking CS platforms with Salesforce, product analytics tools (e.g., Pendo, Mixpanel), and additional data sources to create cohesive customer profiles.

• Experience aiding a CS team in shifting from a high-touch model to a low-touch or tech-touch delivery model, including the necessary tooling, segmentation, and process design.

• Strong understanding of CS metrics (GRR, NRR, health scoring, churn forecasting), with the ability to build and maintain dashboards and produce dependable reporting for CS and executive leadership.

• Practical experience utilizing automation and AI tools to minimize manual workload in CS operations; for example, workflow automation platforms (e.g., Zapier, Make), AI-assisted analytics, or LLM-based tools, and the ability to assess and implement these critically.

• Comfortable collaborating across Sales, RevOps, Marketing Ops, Product, and CX teams to align data flows and processes, with the ability to influence without direct authority.

🏝️ Benefits

• Strong Culture: Our quarterly surveys indicate a 93% average approval rating for company culture, with an overall eNPS of 27.

• Award-Winning Product: Recognized at the US 2025 Search Awards for Best AI Search Software Innovation.

• Stock Options: Our employees do exceptional work; as we grow, everyone benefits from the rewards.

• Trust-Based Vacation: Take as much time off as you need, whenever you need it.

• Remote-First: 52% of Adthenians work fully remote, while others opt for Hybrid Work at our three Geohubs (London, Austin, Sydney).

• Flexible Work: Work in a way that suits you best, with complete autonomy over your schedule.

• Career Growth: Customized training and career development through "Sherpa plans" to facilitate your growth.

• Monthly Hackdays & Training Days.

• Family Care Package: Up to 6 months of fully paid maternity leave, and 2 months of paternity leave.

• Home Office Stipend: $200 to create your ideal remote workspace.

• Swag Welcome Gift: $70 credit to select some branded merchandise.

• Birthday Day Off: Enjoy a day off to celebrate your special day.

• Regular Socials: Join us for summer and Christmas parties, annual and quarterly offsites, and monthly meet-ups. See here for more info.

• Volunteer Days: Make a difference with paid volunteer time each quarter. See here for more info.