We are looking for an experienced Senior Customer Success Operations Specialist to join our HQ Customer Success team.

You will support the design, implementation, and optimization of the operational backbone of Customer Success - metrics, reports, processes, and tooling - to help our Customer Success, Retention and Customer Care teams work efficiently and deliver strong customer outcomes across markets.

You will report to the Head of Customer Success and work closely with the Customer Success Lead, Retention Lead, and Customer Care Manager. This is a senior individual contributor role, both strategic and hands-on.

• Experience in Customer Success Operations (preferable), Revenue/Business Operations, Analytics or a similar role in a B2B or B2B2C environment

• Proven experience with Customer Success/RevOps metrics and reporting (e.g. churn, retention, NRR/GRR, product usage, health scores)

• Hands-on experience with CRM systems (e.g. Microsoft Dynamics, Salesforce, or similar); experience with Customer Success tooling or BI tools is a strong advantage

• Strong analytical skills; comfortable working with data, building reports, and drawing clear conclusions (technical experience with BI tools and/or basic SQL is a plus)

• Experience translating business requirements into workflows, dashboards, and system changes

• Nice to have: Bachelor’s or Master’s degree in Business, Economics, Engineering, Analytics, or a related field

Customer Success Metrics & Reporting

• Support the design and maintenance of the Customer Success engine / KPI framework (e.g. churn, retention, health scores, product adoption, onboarding progress), in line with CS leadership

• Build, maintain, and continuously improve dashboards and reports for CS leadership, Retention, country/local office teams and individual CSRs

• Ensure clear and consistent metric definitions, data sources and calculation logic

• Prepare regular and ad-hoc reports on customer performance to support business reviews and decision making

Data, Systems & Tooling

• Act as a key CS Ops specialist within CRM / BI / CS platforms for Customer Success data, fields and workflows

• Configure and optimize workflows, automations, alerts and tasks that enable proactive Customer Success and retention activities

• Collaborate with Data/BI, IT and Operations to secure reliable and high-quality data (e.g. account hierarchy, contracts, revenue, usage, segmentation).

Lifecycle Processes & Playbooks

• Translate CS/Retention strategies into practical processes and operating procedures across the customer lifecycle (onboarding, adoption, value, risk, renewal, expansion, win-back)

• Co-create and maintain standard playbooks with the Customer Care Manager, Customer Success Lead and Retention Lead (e.g. for high-risk customers, low usage, expansion opportunities)

• Gather feedback from users and contribute to continuous improvement of CS processes

Insights, Planning & Performance Support

• Analyze customer and CS data (e.g. churn reasons, usage patterns, retention trends) and provide insightful summaries and recommendations to CS and Retention leaders

• Support the preparation of renewal/churn risk views and CS performance reports used for commercial forecasting

• Contribute to capacity, engagement model and coverage analysis (customer segmentation, CSR’s portfolio size, touch models) using data and simple models

• Support the Head of Customer Success with OKR tracking and status reporting

Cross-Functional Collaboration

• Work closely with key CS team members on CS Ops priorities, roadmap, and governance

• Collaborate with Customer Care / Operations to align handoffs, processes, and data flows between Care and Success

• Engage with Data/BI, IT, Product, Marketing, and Sales on topics related to CS data, tooling, and reporting

Continuous Improvement & Ways of Working

• Maintain a CS Ops backlog (enhancements, fixes, new ideas) and help prioritise based on impact and effort

• Monitor adoption and effectiveness of CS tools, reports, and processes, and suggest improvements