At a Glance
- Tasks: Drive customer success through optimising our tech stack and enhancing business processes.
- Company: Join Zero100, a leading intelligence company transforming supply chains with AI and digital solutions.
- Benefits: Enjoy competitive salary, unlimited holidays, private healthcare, and a vibrant office environment.
- Other info: Be part of a dynamic team in a fast-paced, innovative start-up culture.
- Why this job: Make a real impact on customer success while working with top global brands.
- Qualifications: Experience with customer success platforms and strong analytical skills are essential.
The predicted salary is between 50000 - 60000 £ per year.
Zero100 is a membership‑based intelligence company that connects, informs, and inspires the world's most influential C‑Level Operations & Supply Chain Officers – and their teams – to unlock the true potential of the AI and Digital Revolution. Our members use Zero100's research and advisory services to shape their supply chain strategies, and they harness the power of our community to expand their thinking, challenge their assumptions, and accelerate progress on their most important digitization and decarbonisation initiatives. Headquartered in London, Zero100's members include Nike, Walmart, Unilever, Pfizer, Google, Honeywell, General Motors, and many others.
Note that this is a 12‑month contract and is office‑based 4 days per week. The Customer Success Operations Manager will be the operational backbone of our Customer Engagement team, responsible for developing the seamless business processes that drive customer success and owning our Customer Success tech stack—primarily our Customer Success Management (CSM) platform, Planhat. The role will sit within the Product team, partnering closely with the Customer Engagement, Research, and Sales teams as well as with our Salesforce CRM Admin. We are looking for a self‑starter who is passionate about operational excellence and using data to drive positive customer outcomes. You are comfortable adapting within a rapidly changing business environment and working in a highly collaborative setting with a diverse, geographically spread group of stakeholders. Beyond the day job, we are looking for candidates who share our enthusiasm about the potential for Zero100 to have a positive impact on the supply chain profession and (more broadly) the planet.
Key Responsibilities
- Platform Ownership & Optimization: Continuously enhance the back‑end structure and front‑end interface of our Planhat customer success management tool. Responsible for platform architecture, custom field management, automation development, and system stability and reliability.
- Account Health & Analytics: Track and monitor customer outcomes at scale and present data‑backed insights and recommendations for how we can continually improve our member experience to leadership.
- Reporting & Data Visualization: Continually develop our reporting capabilities to meet stakeholder requirements. Create dashboards that drive data‑informed and proactive customer success decisions.
- Process Documentation & Enablement: Maintain and improve all Customer Engagement team enablement materials, including the Account Management Playbook and Planhat Standard Operating Procedures (SOPs). Ensure documentation remains current and accessible.
- Training & Adoption: Lead onboarding for new Planhat users and ongoing training for new Planhat features and functionalities across user teams. Monitor adoption and provide day‑to‑day support to maximise platform utilisation and effectiveness.
- Bridging Business Needs & Technical Solutions: Partner with stakeholders to translate business requirements into scalable platform solutions. Evaluate, prioritise, and implement new feature requests, driving initiatives forward across remote teams through clear communication and effective project management.
Requirements
- Experience owning and administering a core business system (e.g. a Customer Success Platform, CRM, Marketing Automation tool) from a product or operations perspective.
- Strong analytical and problem‑solving skills with experience in developing customer success metrics and account health scoring.
- Proven ability to build and maintain reporting systems and data visualisations.
- Excellent communication skills, including experience training teams on new tools and processes.
- Experience managing stakeholder requests and prioritising competing demands across cross‑functional teams.
- A strong interest in AI and automation (e.g. low‑code tools and process design).
- Ability to identify risks and benefits of potential platform configurations and to devise creative solutions to mitigate risks.
- Ambition to make a long‑lasting positive impact on customer success outcomes.
- Curiosity, adaptability, and a willingness to learn and experiment in a fast‑paced environment.
Preferred Qualifications
- Previous experience with Planhat or similar customer success platforms.
- Familiarity with CRM systems.
- Understanding of subscription business models and customer lifecycle management.
- Background in revenue operations, customer success, or account management.
- Experience working in a start‑up and/or scale‑up environment.
Benefits
- Competitive salary and bonus scheme.
- Unlimited holidays.
- Private healthcare & life insurance.
- Enhanced pension.
- Enhanced parental leave policy.
- Custom‑designed offices in central London with free breakfasts & snacks.
Customer Success Operations Manager (12-month contract) employer: Zero100
Zero100 is an exceptional employer, offering a vibrant work culture in the heart of central London, where innovation meets collaboration. As an AI Engineer, you will benefit from unlimited holidays, private healthcare, and a supportive environment that fosters professional growth through hands-on experience with cutting-edge AI technologies. Join a diverse team that values your contributions and encourages you to take ownership of your projects while enjoying custom-designed offices with complimentary breakfasts and snacks.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Operations Manager (12-month contract)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Zero100. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Zero100 before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Operations Manager (12-month contract)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Zero100:Your cover letter is your chance to shine! Tell us why you want to work at Zero100 specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Zero100!
How to prepare for a job interview at Zero100
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
