At a Glance
- Tasks: Lead the implementation of Customer Success strategies and coach the team for success.
- Company: Join CloudM, a forward-thinking tech company with a people-centred culture.
- Benefits: Enjoy unlimited holiday, private healthcare, and flexible working hours.
- Other info: Remote role with opportunities for career growth and personal development.
- Why this job: Make a real impact by shaping Customer Success operations in a growing tech environment.
- Qualifications: Experience in Customer Success within a SaaS business and strong communication skills.
The predicted salary is between 60000 - 75000 £ per year.
Role Overview
CloudM is evolving how it runs Customer Success. The strategy is set and the structure is in place; what is needed now is someone to land it. Take playbooks from draft to applied. Coach the CSM team through new ways of working. Keep delivery on track. This is an implementation role. Not strategy, not customer-facing CSM, not technical systems build. The person we are hiring makes the operating model stick.
Responsibilities
- Playbook design and documentation: Author the playbooks the CSM team will operate to – including renewal, customer save, onboarding, business reviews, customer communications, escalation, and stakeholder coverage. Ensure each playbook has a defined owner, a clear system of record, and a measurable definition of success.
- Rollout coordination: Drive the new operating model from design into applied state. Manage dependencies across Revenue Operations, Product, Growth, Marketing, and Partner Strategy, and sequence the work so the team is never blocked waiting on others.
- Coaching and adoption: Track which behaviours are landing and which aren’t. Coach the CSM team through the changes and surface gaps before they become problems.
- KPI rollup and reporting: Own the operational KPIs that measure how well the operating model is being executed. Compile monthly reports and report quarterly to the Senior Leadership Team.
- Implementation plan ownership: Maintain the live implementation plan as decisions evolve and dependencies shift. Own the critical path and keep it visible.
- Cross‑functional liaison: Act as the Customer Success counterpart to peers in Revenue Operations, Product, Growth, and Marketing. Spot blockers early and resolve them before they slow delivery.
Key Skills
- Hands‑on experience building or rebuilding a Customer Success function within a SaaS business of a similar scale (50–200 people, sub‑£20M ARR).
- Fluent in the mechanics of Customer Success; renewal cycles, expansion opportunities, and churn diagnostics and can hold your own in commercial conversations.
- You have taken a Customer Success playbook from blank page to live practice, whether that’s onboarding, renewals, save motions, or comparable frameworks.
- Owned NRR or GRR targets and understand the levers that move them.
- Comfortable working across a modern CS tech stack, including CRM, quote management, and product analytics tools.
- Strong written communication: your playbooks get read and actually get used.
- Comfortable using AI tooling as a genuine force multiplier in your day‑to‑day work.
Desirable Skills
- Operated in a partner‑led go‑to‑market motion.
- Customer Success Operations or Strategy and Operations background.
- Programme management experience inside a SaaS scale‑up.
Benefits
- Private healthcare including dental and optical care.
- Company contributed pension (matched up to 5%).
- Unlimited paid holiday.
- Flexible working – core hours 10‑4, otherwise flexible.
- 10 paid sick days.
- Death in service, 4 times your annual salary.
- Employee Assistance Program.
- Tech scheme – loan up to £1,000.00 for tech equipment.
- 10 Time to Learn days.
- Birthdays off.
- Opportunity to develop within a fast‑growing tech business with an ambitious growth trajectory.
- Market‑leading parental leave policies.
- Various wellbeing initiatives.
- Exclusive access to discounts & rewards.
- High‑spec equipment (laptops, phones, etc.).
- Working from home equipment budget.
Location
Remote‑based role. Being within commutable distance to Manchester would be desirable for team‑building activities.
Contract Type
Fixed‑term contract for an initial 6‑month period, may be extended based on performance and business need.
Flexible Working
We value work‑life balance and are committed to fostering a supportive and flexible work environment.
Environmental & Social Responsibility
Our business strives to progress the industry by treating our employees, community, and environment with respect.
Diversity and Inclusion Statement
At CloudM, we look after each other and support everyone on our team. We are proud of our people‑centred culture; our diversity brings us innovation and our commitment to inclusion drives us forward.
Customer Success Operations Lead (Fixed-Term Contract) in Manchester employer: CloudM UK
At CloudM, we pride ourselves on being an exceptional employer that champions a people-centred culture and prioritises employee well-being. With benefits like unlimited paid holiday, private healthcare, and a commitment to flexible working, we empower our team to thrive both personally and professionally. Join us in a remote-based role where you can make a significant impact on our Customer Success operations while enjoying opportunities for growth within a fast-paced tech environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Operations Lead (Fixed-Term Contract) in Manchester
✨Tip Number 1
Get to know the company inside out! Research CloudM's culture, values, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions related to Customer Success Operations. Think about how your experience aligns with the role and be ready to share specific examples of your past successes.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Customer Success Operations Lead (Fixed-Term Contract) in Manchester
Some tips for your application 🫡
Show Off Your Playbook Skills:Make sure to highlight any experience you have with creating or implementing playbooks in your application. We want to see how you've taken ideas from draft to reality, just like we do at StudySmarter!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. We love strong written communication, so make sure your application is easy to read and gets straight to the good stuff!
Demonstrate Your Coaching Experience:If you've coached teams through changes before, let us know! Share examples of how you've helped others adapt to new processes, as this is key for the role we're looking to fill.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at CloudM UK
✨Know the Playbooks Inside Out
Before your interview, make sure you understand the key playbooks that the Customer Success team will be using. Familiarise yourself with the processes for onboarding, renewals, and customer communications. This will show that you're ready to take the lead in implementing these strategies.
✨Demonstrate Your Coaching Skills
Be prepared to discuss how you've successfully coached teams through changes in the past. Share specific examples of how you identified gaps and helped others adapt to new ways of working. This will highlight your ability to drive adoption and keep the team on track.
✨Showcase Your Cross-Functional Experience
Since this role involves liaising with various departments, come equipped with examples of how you've managed dependencies across teams like Revenue Operations and Marketing. Highlight any experience you have in spotting blockers early and resolving them to ensure smooth delivery.
✨Communicate Clearly and Effectively
Strong written communication is crucial for this role. Bring along samples of your previous work, such as playbooks or reports, to demonstrate your ability to create clear and actionable documentation. This will reassure the interviewers that your playbooks will not only be read but also used effectively.
