Senior Customer Success Operations Manager (in London)

About Staffbase

In a polarized world, we inspire people to achieve great things together. Our mission is to help organizations unlock the power of inspirational communication so they can thrive in the Narrative Age. Our award-winning communications channels – intranet, employee app and email – deliver experiences that drive engagement and inspire hearts and minds.

We’re headquartered in Chemnitz, Germany, with offices in many locations throughout the world, including New York, London, Berlin and Dresden. Our international team counts more than 750 employees from 45+ nationalities and we have a growing base of 2200+ customers that want to transform their employee experience. We are rapidly scaling, post-Series E ($115 million funding), have strong-growing revenue, and our customers love us.

We are looking for a Senior Customer Success Operations Manager to join our diverse global team!


You will aim to facilitate communication between all CS teams, implement new tools, and improve reaching CS goals. Your primary responsibilities include optimizing CS processes, driving efficiency through automation and technology, and ensuring data integrity across systems.

What you’ll be doing 

  • Act as a Strategic advisor to the VP of Customer Success, providing valuable insights and recommendations to drive the department's strategic direction and initiatives
  • Partner closely with the Customer Success organization to elevate team performance and effectiveness, offering strategic guidance and operational support to optimize day to day workflows and processes. 
  • Orchestrate cross-functional collaboration through best in class stakeholder management and represent Customer Success in the Revenue Operations Team
  • Analyze market trends, customer behavior, and competitor activities to identify new opportunities for retention and growth
  • Lead the design and execution of critical initiatives within Customer Success Operations, demonstrating excellence in project management and driving successful implementation.
  • Drive innovation in processes and practices, spearheading the evaluation, adoption, and training of new tools and methodologies, with a focus on enhancing efficiency and effectiveness.
  • Contribute to capacity planning efforts by assisting in the identification of resource needs, goal setting, and strategic planning to support the department's growth and scalability initiatives.
  • Run critical day to day CS processes
  • Manage the compensation process for Customer Success Managers, ensuring fairness, accuracy, and alignment with departmental goals and performance metrics.
  • Provide support for the department's OKR (Objectives and Key Results) process, assisting in the development, tracking, and reporting of goals and metrics to drive performance and accountability.
  • Run Customer Success analytics and support with executive reporting

What you need to be successful 

  • You have of working experience 5+ years in a client-engaging environment such as Customer Success Operations (must have), Customer Success, Project Management, or B2B Consulting
  • Bring a deep knowledge of the CS organization and how it works, constantly thriving in creating efficiencies. 
  • Knowledge of main CS tools, including SFDC, Gainsight, Zendesk, coupled with an analytical mind and experience with Excel and Databases. 
  • High organizational and project management skills
  • You are a self-starter, great team player, and you have tons of passion, and enthusiasm
  • You bring positiveness with a success-oriented and creative mindset
  • You are a strong communicator with excellent problem-solving skills
  • Excellent English speaking and writing skills
  • Experience in the areas of Customer Operations a must, experience in Sales or Marketing Operations beneficial
  • A background in SaaS

What you'll get 

  • Competitive Compensation - we offer attractive salary packages including an Employee Stock Option Plan. 
  • Flexibility - we offer flexible working time models and the option of hybrid work, and support this with a yearly flex work allowance of £1356. 
  • Growth Budget - all employees get a yearly budget for external training of £900. 
  • Wellbeing - in addition to yearly vacation days of 30 days p.a., we’re running a 4-day-work week every year in August with full payment. 
  • Support - we’re offering a Company Pension and Private Medical Insurance incl. Dental. Parents can get 12 weeks of paid parental leave. 
  • Sports & Health - You can lease a bike with Staffbase. The offices are equipped with fruits, drinks and snacks. 
  • Team Building - Regular team and office events including the yearly Staffbase Camp.
  • Volunteers Day - you’ll get one day off per year for supporting a social project. We will donate a small amount for that project in addition.
  • Employee Referral Program - one of your friends is a fit to one of our full-time openings? Refer them and get a referral bonus paid.
Location

Our flexible London co-working spaces span across the city. The growing team (including experts from all departments and most of our C-level) meets regularly for collaboration and is open to socialize in after work activities.

London
Customer Success Management