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- Tasks: Drive efficiency and insights for our global Customer Success team through process optimisation and data analysis.
- Company: Join Sidetrade, a leading global SaaS provider recognised by Gartner for innovation and market leadership.
- Benefits: Enjoy a dynamic work culture, high earning potential, and opportunities for professional growth.
- Why this job: Be part of a collaborative environment focused on customer success and impactful technology solutions.
- Qualifications: 5+ years in Customer Success or Operations, with strong CRM knowledge and analytical skills required.
- Other info: Work in a multicultural team with over 22 nationalities, promoting diversity and inclusivity.
The predicted salary is between 43200 - 72000 £ per year.
Global Customer Success Operations Manager Be among the first 25 applicants 4 weeks ago What you will love about Sidetrade and why you should work here: Are you interested in joining a fast-growing international company that is a leader in its market? Are you ready to tackle stimulating challenges targeting large enterprises? Passionate about technology and global organizations? Come and join us! Sidetrade is a global SaaS provider recognized as a leader by Gartner in its Magic Quadrant. Learn more . You will become part of a dynamic, collaborative environment with a customer-focused culture of innovation. You will adopt an agile approach to high-potential sales in the business field. The role of Global Customer Success Operations Manager offers an excellent career path with high earning potential and professional growth opportunities. Requirements As a Global Customer Success Operations Manager , you will support and optimize our Customer Success team globally. Your focus will be on driving efficiency, scalability, and insights through process optimization, tool management, and data-driven decision-making. You will play a critical role in ensuring the success and growth of our customer base by enabling the team to deliver exceptional experiences. This role can be based in our London or Paris office. What You\’ll Be Doing: Create, refine, and document processes to improve Customer Success workflows and ensure consistency. Track, analyze, and report on key customer metrics, including health scores, churn, and engagement, providing actionable insights to drive outcomes. Own and execute the forecasting of customer retention across all segments and align Customer Success, Sales, Finance, and Executive leadership to risks and trends to retain and grow our customer base. Regularly track KPIs against organizational business goals. Own quarterly churn and downsell analysis, produce trend summaries, and deliverables for churn prevention strategy. Administer and optimize Customer Success tools (e.g., CRM, CSM platforms), ensuring adoption and effective usage by the team. Develop training materials, resources, and playbooks to equip the Customer Success team with tools and best practices. Collaborate with Sales, Marketing, Product, and Support teams to ensure a seamless customer experience and share feedback from the Customer Success team. Support efforts to scale the Customer Success function by implementing automation and self-service resources for customers. What you will bring to the role: 5+ years of experience in Customer Success, Experience, Operations, or a related field, preferably in a SaaS or technology company. Strong understanding of CRM and CSM platforms (e.g., Salesforce, ChurnZero/Client Success) and a track record of tool administration. Analytical mindset with the ability to interpret data, identify trends, and recommend actionable strategies. Experience with BI tools (e.g., Tableau, Power BI) for data-driven decision making. Expert knowledge of SaaS KPIs and operating metrics. Exceptional organizational and project management skills, with attention to detail. Excellent communication skills, both written and verbal, to facilitate team alignment and knowledge sharing. Familiarity with automation tools and processes to drive scalability is a plus. At Sidetrade, we cultivate a multicultural environment that fuels innovation. With over 22 nationalities represented, we value diversity, gender equality, inclusivity, and fairness. As an equal opportunity employer, we reject all forms of discrimination and harassment. Your unique contributions are celebrated, driving collective success in our inclusive workplace. Discover more at www.sidetrade.com Additional Information Only applications from invited agencies through the Workable portal will be accepted. Unsolicited CVs sent directly to managers or HR will not incur any fees. Seniority level Mid-Senior level Employment type Full-time Job function Management Industries Technology, Information and Internet #J-18808-Ljbffr
Contact Detail:
Sidetrade Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Global Customer Success Operations Manager
✨Tip Number 1
Familiarise yourself with the latest trends in Customer Success and SaaS metrics. Understanding key performance indicators (KPIs) like churn rates and customer health scores will help you speak the same language as the hiring team.
✨Tip Number 2
Network with current or former employees of Sidetrade on platforms like LinkedIn. They can provide valuable insights into the company culture and expectations for the Global Customer Success Operations Manager role.
✨Tip Number 3
Prepare to discuss specific examples of how you've optimised processes or tools in previous roles. Highlighting your analytical mindset and experience with CRM and CSM platforms will set you apart from other candidates.
✨Tip Number 4
Showcase your ability to collaborate across departments. The role requires working closely with Sales, Marketing, and Product teams, so be ready to share experiences where you've successfully facilitated cross-functional teamwork.
We think you need these skills to ace Global Customer Success Operations Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in Customer Success, Operations, or related fields. Emphasise your familiarity with SaaS environments and any specific tools mentioned in the job description, such as CRM and CSM platforms.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for technology and customer success. Mention specific achievements that demonstrate your analytical mindset and ability to drive efficiency and scalability in previous roles.
Highlight Key Metrics: In your application, include examples of how you've tracked and reported on key customer metrics in past positions. This will show your understanding of the role's requirements and your capability to provide actionable insights.
Showcase Collaboration Skills: Since the role involves working closely with various teams, highlight your experience in cross-functional collaboration. Provide examples of how you've successfully worked with Sales, Marketing, or Product teams to enhance customer experiences.
How to prepare for a job interview at Sidetrade
✨Understand the Company Culture
Before your interview, take some time to research Sidetrade's culture and values. Familiarise yourself with their customer-focused approach and collaborative environment. This will help you align your answers with what they value in a candidate.
✨Showcase Your Analytical Skills
As a Global Customer Success Operations Manager, you'll need to demonstrate your analytical mindset. Be prepared to discuss specific examples of how you've used data to drive decision-making and improve customer success metrics in your previous roles.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about past experiences where you've had to optimise processes or manage customer relationships, and be ready to explain your thought process and the outcomes.
✨Highlight Your Tool Proficiency
Since the role involves managing CRM and CSM platforms, make sure to highlight your experience with these tools. Discuss any specific platforms you've worked with, such as Salesforce or ChurnZero, and how you've leveraged them to enhance customer success.
