Global Customer Success Operations Manager

Are you interested in joining a fast-growing international company that is a leader in its market? Are you ready to tackle stimulating challenges targeting large enterprises? Passionate about technology and global organizations? Come and join us! Sidetrade is a global SaaS provider recognized as a leader by Gartner in its Magic Quadrant.

You will become part of a dynamic, collaborative environment with a customer-focused culture of innovation. You will adopt an agile approach to high-potential sales in the business field. The role of Global Customer Success Operations Manager offers an excellent career path with high earning potential and professional growth opportunities.

As a Global Customer Success Operations Manager, you will support and optimize our Customer Success team globally. Your focus will be on driving efficiency, scalability, and insights through process optimization, tool management, and data-driven decision-making. You will play a critical role in ensuring the success and growth of our customer base by enabling the team to deliver exceptional experiences. This role can be based in our London or Paris office.

What You'll Be Doing:

• Create, refine, and document processes to improve Customer Success workflows and ensure consistency.
• Track, analyze, and report on key customer metrics, including health scores, churn, and engagement, providing actionable insights to drive outcomes.
• Own and execute the forecasting of customer retention across all segments and align Customer Success, Sales, Finance, and Executive leadership to risks and trends to retain and grow our customer base.
• Regularly track KPIs against organizational business goals.
• Own quarterly churn and downsell analysis, produce trend summaries, and deliverables for churn prevention strategy.
• Administer and optimize Customer Success tools (e.g., CRM, CSM platforms), ensuring adoption and effective usage by the team.
• Develop training materials, resources, and playbooks to equip the Customer Success team with tools and best practices.
• Collaborate with Sales, Marketing, Product, and Support teams to ensure a seamless customer experience and share feedback from the Customer Success team.
• Support efforts to scale the Customer Success function by implementing automation and self-service resources for customers.

What you will bring to the role:

• 5+ years of experience in Customer Success, Experience, Operations, or a related field, preferably in a SaaS or technology company.
• Strong understanding of CRM and CSM platforms (e.g., Salesforce, ChurnZero/Client Success) and a track record of tool administration.
• Analytical mindset with the ability to interpret data, identify trends, and recommend actionable strategies.
• Experience with BI tools (e.g., Tableau, Power BI) for data-driven decision making.
• Expert knowledge of SaaS KPIs and operating metrics.
• Exceptional organizational and project management skills, with attention to detail.
• Excellent communication skills, both written and verbal, to facilitate team alignment and knowledge sharing.
• Familiarity with automation tools and processes to drive scalability is a plus.

At Sidetrade, we cultivate a multicultural environment that fuels innovation. With over 22 nationalities represented, we value diversity, gender equality, inclusivity, and fairness. As an equal opportunity employer, we reject all forms of discrimination and harassment. Your unique contributions are celebrated, driving collective success in our inclusive workplace.