Customer Success Operations Manager in London

Please note: we’re a remote-first company and offer the flexibility to work remotely within the country listed in the job posting. At Bitrise, we’re transforming how mobile products are developed and deployed for thousands of customers worldwide. Many customers discover us through events that either introduce them to our platform or help them understand a problem they’re facing and how we can solve it.

As a Customer Success Operations Manager, you join our Revenue Operations team in a strategic advisor role to enhance efficiency and drive growth through enabling our Customer Success Operations. You will be responsible for Customer Success Operations and Automations. The Customer Success team is doing great work today but CS Ops at Bitrise has historically been reactive, and too few projects have been clearly traceable to a dollar value. We're hiring this role to change that. We want someone who treats CS Ops as a revenue function in its own right, brings fresh thinking, and can show how every project either generates revenue, reduces churn, or frees the team to do more of both.

You are the ideal candidate if you:

• Are a commercially-minded operator who has worked in or alongside a Customer Success team and instinctively connects operational work to revenue, churn or capacity outcomes.
• Are fluent in data, comfortable building in SQL and modern BI tools, and energised by using AI to take low-value work off the team's plate.
• Design processes that earn adoption rather than being mandated, communicate clearly in an async environment, and would rather ship a working v1 than polish a perfect plan.
• Understand consumption-based commercial models and how they change the CS motion compared to pure-seat SaaS.

Your Competencies & Skills:

• Experience working with Customer Success or other Customer facing teams. Direct experience in Customer Success Operations, Revenue Operations or as part of a CS team is an advantage.
• Experience and the ability to drive efficiency through AI tooling.
• Strong HubSpot competence as the CS-adjacent system of record: object model, reporting, automation, integration points.
• A commercial mindset. You instinctively translate operational work into revenue, churn or capacity outcomes.
• Fluent in SQL. You write your own queries against a warehouse, validate data, and spec models cleanly to a data team.
• Comfortable in modern BI tools (Metabase, Looker, Tableau, Hex, Mode, Sigma or equivalent).
• Track record of materially moving retention metrics.
• Strong understanding of consumption and usage-based commercial models and how they change CS motion vs. pure-seat SaaS.
• Demonstrated ability to design and roll out cross-functional processes and earn adoption, not mandate it.
• Excellent written communication and the ability to work in an async, distributed company.
• A bias to ship. v1 in production beats v3 in Figma.

Your Responsibilities:

• CS systems and tooling: You are the architect and administrator of the CS tech stack. This includes tools like Sylvan, the CS data model, and integrations with Salesforce, HubSpot, Intercom (including Fin), QuotaPath and Claude skills.
• Customer health scoring: You partner with the Data team to finesse and maintain the customer health score, which is built by Data and managed in Metabase.
• Reporting, analytics and the CS data layer: You build the reporting backbone alongside Bitrise's Data team.
• Support scale and automation: You partner with the Support team to scale Support through automation and AI.
• Cross-functional partnership: You sit at the centre of a Venn diagram.
• Capacity, headcount and compensation planning: You support the data backbone for CS comp plan design and attainment tracking.

Dimensions to your Role:

• Individual contributor role within Revenue Operations, reporting to the Head of Revenue Operations.
• Operates across the full Customer Success customer base spanning Enterprise, Scaling and PLG long-tail segments.
• Owns CS Ops tooling, reporting and process; partners with Data, Support, Sales, Product, Marketing and Finance.
• No direct reports; influence and delivery come through partnership and adoption rather than authority.

What We Offer:

• The opportunity to learn about app development by playing a crucial role in the mobile development process for the world’s most successful companies.
• The security of working in a financially stable, growing company with an ever-expanding global customer base.
• A remote working environment with opportunities for in-person collaboration.
• A global customer portfolio to manage.
• A competitive stock options package.
• Private medical insurance & life assurance.

About Bitrise:

Bitrise is a continuous integration and delivery platform, built by and for mobile app developers. Our mission? To help everyone build and operate better mobile apps. By streamlining, automating and optimizing recurring mobile development processes, we free up time and resources for creative, interesting and impactful development tasks, resulting in better, faster releases.