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For Companies At a Glance
- Tasks: Lead customer success operations, optimise workflows, and enhance customer experiences using tech solutions.
- Company: Join a forward-thinking company focused on customer success and innovation.
- Benefits: Gain mentorship, exposure to product development, and make a real impact on business outcomes.
- Why this job: Be the driving force behind customer success, utilising cutting-edge technology and AI solutions.
- Qualifications: Experience in Customer Success Operations and strong technical skills in Gainsight and Salesforce.
- Other info: Dynamic role with opportunities for professional growth and collaboration across teams.
The predicted salary is between 36000 - 60000 £ per year.
Part of the customer success leadership team, supporting the heads of Customer Success to meet efficiency and service-level targets on key processes including customer health, renewals, churn risk, onboarding and customer feedback surveys. Process-focused and tech-savvy role, responsible for enabling our Customer Success team to work smarter, scale faster, and deliver exceptional customer experiences. Owner of the Gainsight platform and Customer Success tech stack, champion AI-driven solutions, optimize workflows, and provide insights that drive retention, adoption, and growth. The operational engine behind the customer success team—equipping them with the tools, data, AI capabilities, and processes they need to make customers successful at scale.
Requirements
- Qualification and Education: Gainsight University, Familiarity with MEDDIC an advantage
- Years in Customer Success, or equivalent field, with 2+ years in Customer Success Operations
- Expert technical Gainsight CS skills (admin configuration, automation)
- Experience with Salesforce, BI tools (Power BI or equivalent), and customer communication tools
- Experience implementing or managing AI-based solutions in a customer success context
- Strong analytical and project management skills
- Familiarity with Intercom or equivalent (e.g. Gainsight PX)
- Strong communication and change management capabilities
Job Responsibilities
- Act as advisory to heads of Customer Success to increase efficiencies, proactively recommend best practices, and identify opportunities for improvement across different Customer Success teams
- Implement technical changes and updates within Gainsight, manage Customer Success operations resources and guide other Gainsight admins
- Collaborate with internal teams and colleagues including Salesforce, Data and Product to ensure alignment of data flows and technology. Represent Customer Success in company-wide process, technology and data initiatives
- Provide regular training to Customer Success Managers, maintain a feedback loop for improvement and drive Gainsight adoption
- Ensure data integrity throughout the Customer Success tech stack
- Maintain a relationship with Gainsight and any other relevant vendors, participate in networks and keep up to date with Customer Success industry trends
- May be assigned as Customer Success Manager for some customers
Key Success Factors / impact
- Delivery of Gainsight technical requests (time and quality)
- Number of customers per CSM (improved ratio)
- Feedback from Customer Success Managers on tech stack
- Gainsight adoption trends
Benefits
- Exposure to strategic, monetization, and commercial product development
- Mentorship from experienced product and growth leaders
- The opportunity to see the full product lifecycle, from discovery to revenue impact
- The chance to make a measurable impact on business and customer KPIs
Customer Success Operations Lead in London employer: Marcura
Contact Detail:
Marcura Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Operations Lead in London
✨Tip Number 1
Network like a pro! Reach out to folks in the Customer Success field on LinkedIn or at industry events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Show off your Gainsight skills! If you’ve got experience with Gainsight or similar tools, make sure to highlight that in conversations. Demonstrating your tech-savvy side can really set you apart.
✨Tip Number 3
Prepare for those interviews! Research common questions for Customer Success Operations roles and practice your answers. We want you to feel confident and ready to showcase your analytical and project management skills.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Customer Success Operations Lead in London
Some tips for your application 🫡
Show Your Passion for Customer Success: When writing your application, let us see your enthusiasm for customer success! Share specific examples of how you've made a difference in previous roles, especially in operations or tech-savvy environments. We love to see candidates who genuinely care about enhancing customer experiences.
Highlight Your Technical Skills: Make sure to showcase your expertise with Gainsight and any other relevant tools like Salesforce or BI platforms. We’re looking for someone who can hit the ground running, so don’t hold back on detailing your technical skills and any AI-driven solutions you’ve implemented.
Be Process-Focused: Since this role is all about optimising workflows and processes, emphasise your experience in streamlining operations. Use clear examples to demonstrate how you've improved efficiency in past roles. We want to know how you think and act like an operational engine!
Tailor Your Application: Take the time to tailor your application to our job description. Use keywords from the posting and align your experiences with what we’re looking for. Remember, applying through our website is the best way to ensure your application gets noticed!
How to prepare for a job interview at Marcura
✨Know Your Gainsight Inside Out
Since this role revolves around the Gainsight platform, make sure you’re well-versed in its features and functionalities. Brush up on your admin configuration and automation skills, and be ready to discuss how you've used Gainsight to drive customer success in previous roles.
✨Showcase Your Analytical Skills
This position requires strong analytical capabilities, so prepare to share examples of how you've used data to inform decisions or improve processes. Think about specific metrics you've tracked and how they impacted customer retention or satisfaction.
✨Communicate Like a Pro
Strong communication is key in this role. Practice articulating your thoughts clearly and confidently. Be prepared to discuss how you've managed change within teams and how you’ve trained others on new tools or processes.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Prepare examples of challenges you've faced in Customer Success Operations and how you overcame them, especially in relation to tech stack optimisation and workflow improvements.
