Customer Success Operations & Strategy in London

Contentsquare is the all‑in‑one experience intelligence platform designed to be easily used by anyone who cares about digital journeys. With our flexible and scalable platform, organizations quickly get a deep understanding of their customers’ whole online journey. We are a global leader in the experience analytics space, with a growing presence across 15 offices worldwide. We’re here to stay—and we’re looking for team members who are excited to drive impact and help us scale even further. Our aim is to create an inclusive workplace where everyone learns and succeeds. Contentsquare has built a community of individuals who are daring, understanding, and deliberate. We invite you to join us in making the complex simpler—for our customers, their customers, and each other.

About the role: Are you passionate about Customer Success excellence, data‑driven retention strategies, and making global CS teams more efficient? If so, we are looking for a CSM Operations Lead to join us. In this role, you will be a key pillar of our Revenue Operations team, acting as a strategic Business Partner to our global CS leadership. You will own the operational health of our customer base and drive continuous process improvement to protect and grow our recurring revenue. You will partner closely with both Senior GTM Ops, Customer Success management and internal system stakeholders to keep our post‑sales engine running at its best.

What You’ll Do:

• Strategic Support: Act as the primary Business Partner for VP, Customer Success EMEA & VP, Customer Success Americas, supporting CSM regional directors and 1st line managers worldwide.
• Data & Insights: Lead Retention Forecasting, CSM Data Operations, and provide deep‑dive Churn & Downsell Analysis.
• Reporting & Analysis: Manage all Reporting Requirements and perform Ad Hoc analysis to drive executive decision‑making.
• Lifecycle Management: Own Accounts Allocation, Handover tracking, and the monitoring of all CSM KPIs.
• Performance & Incentives: Manage Quotas, Commission Inquiries, and Exceptions, ensuring accuracy in CSM compensation.
• Operational Rhythm: Drive the leadership drumbeat by managing Meeting Agendas & Notes, as well as the preparation and resourcing for QBRs, All Hands, and Off‑sites.
• Systems & Communication: Liaise with the ISD (Internal Systems & Data) team to validate Tool Requirements, oversee Internal Communication, and ensure system workflows align with CS operational needs.

What We’re Looking For:

• Technical Proficiency: Advanced experience with Salesforce (reporting, dashboards, and data architecture) and Gainsight (Success Plans, Playbooks, and Health Scoring).
• Experience: 3–5 years of experience in Revenue Operations, Sales Operations, or a dedicated CSM Operations role within a SaaS environment.
• Analytical Rigor: Exceptional attention to detail with a GTM business approach to data; you don’t just flag risks, you solve them at scale.
• Communication: Strong written and verbal English communication skills, with the ability to translate complex data into actionable insights for regional directors.
• Project Management: Proven ability to work cross‑functionally and manage competing priorities—such as commission cycles and strategic planning—in a fast‑paced environment.
• Proactive Mindset: You are a self‑starter who proactively identifies friction in the customer lifecycle and proposes scalable solutions.

Benefits:

• Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year.
• Work flexibility: hybrid and remote work policies.
• Generous paid time‑off policy (every location is different).
• Lifestyle allowance.
• A Culture Crew in every country we’re based in to coordinate regular activities for employees to get to know each other and bond outside of work.
• Every full‑time employee receives stock options, allowing them to share in the company’s success.
• We have multiple Employee Resource Groups, that offer a safe space for individuals who share common identities, life experiences, or allyship to connect, support one another, and passionately advocate for the issues close to their hearts.
• And more benefits tailored to each country.

Contentsquare is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.