Customer Success Operations Manager in London

Customer Success is central to retention, expansion, forecasting, and customer value realisation. This role is the operational and analytical engine that helps it scale — turning what CSMs see day to day into reliable analytics, forward‑looking signals, and recommendations the team can act on.

Responsibilities

• Own retention and expansion reporting. GRR and NRR by cohort, segment, CSM, sector and ICP, with NRR the priority metric — a clear read on where growth is created and where it leaks.
• Own the renewal forecast inputs. A weighted, segmented monthly view of which accounts will renew, expand, downsell or churn, in alignment with Finance and feeding the Director’s company forecast.
• Own customer health scoring. A multi‑dimensional health model combining product usage, sentiment, support and relationship signals, maintained as the basis on which CS runs the book.
• Operationalise expansion. Build white‑space identification — high usage with low seat count or narrow adoption — a structured, repeatable motion.
• Own the post‑sale automation. Health scoring, churn prediction, renewal workflow and voice‑of‑customer summarisation — defining where automation lifts CSM capacity.
• Own customer segmentation and time‑to‑value. Segment the base so the right customers get the right level of service, and track TTV to the next meaningful milestone of customer value.
• Own the voice‑of‑customer and advocacy infrastructure. A consistent feedback loop routing CS‑surfaced requests to Product, and a data‑driven way to identify advocates for case studies and referrals.
• Own the product data relationship for CS. Act as the primary point of contact between CS and Engineering/Product for product usage data requests and analysis — ensuring adoption signals, feature engagement and usage trends are reliably surfaced into health scoring and the CS operating model.
• AI enablement for CS. Proactively research the market, keep abreast of all things AI in the CS world, proactively bringing ideas/new tool/AI transformation to us.
• Owns the post‑sale motion; the Manager, Marketing & Sales Ops owns acquisition and sales.
• Partners with the CCO and CS team as their operations counterparts, running the cadence independently.
• Defines what gets built; the Systems & Tech Lead builds it and the Data Lead supplies the data.

Requirements

• 2+ years of work experience, with some of it inside a Customer Success function (CSM, CS Associate, customer onboarding, customer support, or similar) — you understand how CS actually operates day to day.
• Analytical instinct — you default to turning data into recommendations, and you're comfortable in SQL or warehouse data, with Tableau or Power BI for visualisation.
• Quick learner — you pick up new tools, concepts, and domains rapidly, and can learn Salesforce plus a CS platform (Vitally or Hook ideally) and the rest of the stack.
• Customer empathy — you understand what CSMs need and what customers experience because you've been close to it.
• Self‑starter — you identify the work that needs doing without being told, and ask the right questions when uncertain.
• Coachable — you want to be developed, take feedback well, and treat the Director and the rest of the function as resources.
• Curious about AI in CS — health scoring, churn prediction, account plan generation, voice‑of‑customer summarisation.
• Comfortable being the only CSOps person for now, with the Director supervising and the rest of the function as peers.

Bonus Skills

• Hands‑on experience with Vitally, Kluster, ChurnZero, or Hook.
• Has built or contributed to a customer health score model.
• Has run analysis on churn drivers or expansion patterns.
• Familiar with usage data / product analytics (PostHog, Mixpanel, Amplitude).
• Has built operational reporting in Tableau or PowerBI.
• Some exposure to AI workflows in production.

Inclusive Hiring

Don’t meet every single requirement? We are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles! If you require any reasonable adjustments, please let our friendly recruitment team know.

Benefits

• Take the Time You Need – Unlimited paid time off to rest, recharge, or explore.
• AI As Standard – You'll have access to the AI tools you need to work the way we're describing. We don't ask you to work with AI and then make you fight for a license.
• Hybrid‑First Flexibility – A blend of in‑office collaboration and remote freedom.
• Work From Anywhere – Up to one month a year to work remotely from any location in the world.
• Home Office Boost – Stipend to set up your ideal remote workspace.
• Flexible Hours – Work when you're most productive with our flex‑time approach.
• Future You, Funded – Pensions provided by The People's Pension.
• Family First – Generous, enhanced parental leave for all parents.
• Grow With Us – Personal development budget to fuel your learning and career growth.
• Comprehensive Health Cash Plan – Claim money back on essential health care, for both you and your children.
• Keep Moving – Cycle to work schemes, gym and retail discounts.
• Hybrid Friendly Working – 2‑3 days in office.
• Flexi‑Hours – We don’t follow the strict 9‑5 here, we trust you to execute your role to the highest standard whilst being able to make time for the things you love.