Customer Success Operations Manager -Planhat in London

At Corsearch, we are dedicated to creating a world where consumers can trust the choices they make. As a global leader in Trademark and Brand Protection, we partner with businesses to safeguard their most valuable assets in an increasingly complex digital environment. Our comprehensive solutions, powered by AI-driven data and deep analytics, enable brands to establish, monitor, and protect their presence against infringement and counterfeiting.

Why Choose Corsearch?

• Innovative Solutions: We combine cutting‐edge technology with expert judgment to deliver market‐leading services in trademark clearance, brand protection, and anti‐counterfeiting.
• Global Impact: Trusted by over 5,000 customers worldwide, including 73 of Fortune's Top 100 companies, our work has a meaningful impact on businesses and consumers alike.
• Collaborative Culture: With a team of over 1,900 professionals across multiple global offices, you'll be joining an inclusive environment where diverse perspectives thrive.
• Mission‐Driven Purpose: Our commitment to protecting consumers and their trust in brands drives everything we do, making Corsearch a force for good in the world.

The Role

We are looking for a hands‐on, results‐driven Customer Success Operations Manager to join our team. This role is critical in driving operational excellence, building and scaling our customer journey and ensuring our team has the systems, data, and processes needed to deliver value and exceptional customer outcomes. You will be the primary owner and administrator of Planhat, our central Customer Success platform, and will work cross‐functionally to improve data quality, streamline workflows and create internal efficiencies by working smarter, not harder. You will design, build, and maintain the Planhat environment and its related workflows, enabling value for customers across their post sales journey with us.

This is a high‐impact role for someone who thrives in both strategic thinking and detailed execution and who can operate independently with minimal supervision while delivering high‐quality work on time. To succeed, you must have proven experience designing and implementing Planhat (or a similar CS platform such as Gainsight or ChurnZero) in ways that drive meaningful organisational transformation. You bring strong knowledge of customer success, along with experience in project management and process optimisation. You are passionate about creating efficiencies through data and technology, a fast learner, detail‐oriented and a critical thinker who uses data and tooling to solve business problems and drive efficiency. Ultimately, you will help take our platform to the next level by enhancing the existing architecture and advancing our Planhat environment across Customer Success and beyond.

Responsibilities and Duties

Your key responsibilities fall into three core areas: Planhat ownership, Data Management & cross‐functional alignment, and Project delivery & system execution.

• Planhat Administration & Ownership: Serve as the primary system administrator for Planhat ensuring stability, accuracy, and usability across the CS organisation. Configure and maintain backend settings, including integrations, data feeds, custom fields, user roles, playbooks, workflows, and automations. Build and optimise dashboards that are actionable, insightful, and aligned to CS priorities. Partner with cross‐functional teams and other system admins to manage & improve systems integrations in a way that supports wider Corsearch needs. Support new feature rollouts, system enhancements, and troubleshoot issues for the CS organisation.
• Data Management & Cross‐Functional Alignment: Lead data‐quality initiatives to ensure customer, account, and contact data is complete, reliable, and aligned across Planhat, Salesforce and other internal systems. Collaborate with cross‐functional teams to resolve data gaps, streamline data flows and uphold consistent data standards. Monitor data health and establish processes to proactively maintain data integrity at scale.
• Project Delivery & System Execution: Support Sr. Director of CS Ops in operationalising the customer journey and delivering scalable, data‐driven initiatives across key touchpoints. Build automations, workflows and rules of engagement that reduce manual work and improve consistency. Help implement new health score, including logic, automation, workflows, reporting and insights. Build dashboards that turn insights into action, enabling teams to focus on what matters most. Provide ad‐hoc reporting and data analysis to support decision‐making. Drive adoption of new CS/Planhat processes through documentation, training, enablement and clear communication. Create and maintain process documentation, playbooks, and internal knowledge resources.

Essential

• Hands‐on experience administering Planhat (strongly preferred) or another CS platform e.g. Gainsight.
• Proven experience configuring backend integrations, data feeds, automations, and cross‐system workflows.
• Experience supporting deployment of NPS/CSAT programs, including survey creation, workflow build & automation, feedback ingestion, data analysis and reporting.
• Strong analytical skills with a demonstrated ability to build action‐oriented dashboards for the right stakeholders group.
• Demonstrated success in improving data accuracy and working across cross‐functional teams.
• Strong project management skills: able to break down complex projects into manageable components and deliver successfully whilst keeping key stakeholders apprised of progress.
• Ability to work independently with minimal supervision while maintaining high standards and meeting deadlines.
• Excellent organisational skills, time management, attention to detail and a proactive problem‐solving approach.
• Strong communication skills to articulate updates, risks, and progress to stakeholders.
• Ability to manage own workload, prioritise multiple initiatives and manage deadlines effectively.

Corsearch is an equal opportunity and inclusive employer and does not tolerate discrimination of any kind. We are committed to creating a diverse and inclusive workplace where all employees feel valued, respected, and supported. We welcome applications from all individuals regardless of race, nationality, religion, gender, gender identity or expression, sexual orientation, age, disability, or any other protected characteristic. Together, we are working proactively to build a workplace where everyone can belong and be at their best selves. Together, we make an Impact.