At a Glance
- Tasks: Manage and optimise Power BI reporting and Customer Success CRM for impactful insights.
- Company: Dynamic company in Portsmouth focused on customer success and innovation.
- Benefits: 25 days holiday, hybrid working, self-development budget, and paid charity days.
- Other info: Great opportunities for progression and development in a supportive environment.
- Why this job: Join a collaborative team and make a real difference in customer success metrics.
- Qualifications: Expertise in Power BI, CRM systems, and strong data analysis skills required.
The predicted salary is between 40000 - 50000 £ per year.
Customer Success Operations Manager
Monday to Friday
Portsmouth
Benefits:
- 25 days holiday + Bank Holidays
- Budget for your self-development
- Progression and development opportunities
- Hybrid working
- 2 paid charity volunteering days
Role Summary:
You are responsible for managing and optimising our Power BI reporting suite and our Customer Success CRM/CSP (Planhat) to deliver high-quality reporting to support the Customer Success, Operations, and Enablement teams. You will own the creation, maintenance, and continuous improvement of reporting frameworks, ensuring stakeholders have clear visibility of performance across key metrics such as retention, churn, expansion, and activity. Working both independently and collaboratively, you will manage multiple priorities, support cross-functional initiatives, and ensure data accuracy and consistency across systems.
Required Skills:
- High level of competence with Power BI (essential)
- Strong experience managing and working within CRM systems (ideally Planhat)
- Experience building and maintaining dashboards and automated reporting
- Strong data manipulation and analysis skills
- High attention to detail and data accuracy
- Experience supporting SaaS Customer Success metrics such as churn, retention, NRR and expansion
- Ability to translate data into clear, actionable insights
- Strong stakeholder management and communication skills
- Self-organisation and time management
- Commercial awareness
Areas of Responsibility:
- CRM & Systems Management: Own and manage the Customer Success CSP (Planhat), ensuring data integrity and usability. Maintain data structures, fields, and workflows to support CS processes. Identify and resolve data gaps and inconsistencies. Support system improvements and new feature rollouts.
- Reporting & Analytics: Build, maintain, and continuously improve Power BI dashboards and reporting suites. Produce regular and ad-hoc reporting for Customer Success leadership. Ensure consistent definitions and tracking of key metrics (churn, retention, expansion, activity). Deliver insight-driven analysis to support decision-making.
- Operations & Enablement Support: Support the Operations and Enablement teams with reporting, data, and process improvements. Help define and track KPIs across the Customer Success function. Enable teams with the data and tools required to improve performance. Assist with onboarding new processes, tools, and reporting frameworks.
- Cross-Functional Collaboration: Work closely with Customer Success, Sales, Marketing, Finance, and Internal Systems to ensure data alignment across the business. Act as a key point of contact for reporting and CRM-related queries. Support wider business initiatives requiring Customer Success data.
- Self-Management: Manage multiple priorities and deadlines effectively. Work independently while maintaining strong collaboration across teams. Continuously identify opportunities to improve reporting, systems, and processes.
Customer Success Operations Manager Customer Success Manager · Portsmouth · employer: Lead Forensics
As a Customer Success Operations Manager in Portsmouth, you will thrive in a dynamic work culture that prioritises employee development and well-being. With benefits such as 25 days of holiday, hybrid working options, and dedicated time for charity volunteering, the company fosters a supportive environment where your contributions are valued and growth opportunities abound. Join us to make a meaningful impact while enjoying a balanced work-life experience in a vibrant coastal city.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Operations Manager Customer Success Manager · Portsmouth ·
✨Get to Grips with Data Visualisation Tools
If you're aiming for a full-time role in business intelligence, brush up on your skills with popular data visualisation tools like Tableau or Power BI. Showcasing projects where you've transformed raw data into clear visual insights can give you a real edge.
✨Join Local Business Intelligence Meetups
Look for local business intelligence meetups or analytics conferences in your area. These events are not just great for learning but also for networking with industry professionals who could lead you to opportunities at companies like Lead Forensics!
✨Engage with Online BI Communities
Join online forums or communities focused on business intelligence—think LinkedIn groups, Reddit threads, or even dedicated Slack channels. Engage actively by sharing your insights and asking questions; this can help you build visibility and connect with potential employers.
✨Leverage Your University’s Career Support
If you're a recent graduate, definitely tap into your university's career services. Many have connections with companies in need of full-time BI specialists, and they can guide you on how to pitch yourself effectively—don't miss out on that!
We think you need these skills to ace Customer Success Operations Manager Customer Success Manager · Portsmouth ·
Some tips for your application 🫡
Highlight Your Analytical Skills:In the business intelligence field, showcasing your analytical skills is a must. Make sure your CV includes relevant experience with data analysis tools, programming languages like SQL or Python, and any projects where you've interpreted complex data sets to drive business decisions.
Showcase Your Business Acumen:Don't just focus on data; show us how you can apply your insights to real-world business problems. Highlight projects where you made a tangible impact on company performance, and be prepared to explain your thought process in your cover letter.
Tailor Your Documents for Us:When applying for a full-time role at Lead Forensics, tailor your CV and cover letter to reflect our organisational goals and strategies. Mention specific tools and methodologies that align with what we do—this shows you’ve done your homework and are genuinely interested in our mission!
Include Relevant Certifications:Certifications like Google Data Analytics or similar qualifications can really make you stand out in business intelligence. Include these in your application, as they demonstrate your commitment to the field and your willingness to stay current with industry standards.
How to prepare for a job interview at Lead Forensics
✨Show off your analytical skills
In a business intelligence role, you're going to need to demonstrate your analytical prowess. Be prepared to discuss specific tools you've used, like SQL, Tableau, or Power BI. Have real-world examples ready where you’ve turned data into actionable insights – this is what makes us shine in interviews!
✨Practice your technical know-how
Expect some technical questions during the interview that dive deep into your understanding of data modelling and analytics frameworks. Brush up on your knowledge of data warehousing concepts and be ready to tackle any real case scenarios they might present. They’ll want to see how you approach problems using your BI toolkit.
✨Portfolio of Projects
Since it's a full-time role, having a strong portfolio is key! Compile case studies demonstrating your previous projects, preferably showing how your insights led to business improvements. This can help us display how you think through complex datasets and your problem-solving process, which is what employers are keen on seeing.
✨Know their business model
Get familiar with Lead Forensics’s business model and recent data-driven decisions. Be prepared to discuss how your skills can specifically support their objectives or challenges. Understanding their landscape shows that you’re not just a data buff, but you’re also genuinely interested in how BI can impact their bottom line.
