How you'll make an impact
This role is the key driver for operational excellence for the Customer Success (CS) function. As a key member of the CX Project & Readiness team, you will report to the Director of Global CX Projects & Readiness as part of the Customer Growth & Experience Team.
You will be responsible for driving the strategic operations of the CS strategy, acting as the critical connection point between the CS function and the wider Projects team. Your goal is to help mature the function, moving it from a project-based footing to a sustainable, Business As Usual (BAU) operation with a strong end-to-end (E2E) focus.
You will focus on continuous improvement, operational readiness, and performance monitoring for CS. A key part of your role will be to partner with CS leadership to drive and embed change, ensuring the team is equipped and enabled to adopt new processes, tools, and methodologies, including the practical application of AI-driven solutions to boost productivity and effectiveness.
What you'll do
Drive CS Operational Strategy: Act as the primary operational partner for the Head of Customer Success, helping to drive the strategic operations and day-to-day operational rhythm of the CS function. Focus on workflow management, performance against key metrics, and identifying E2E friction points.Embed Continuous Improvement: Proactively identify, analyze, and implement process improvements to enhance efficiency, scalability, and customer outcomes. Champion a culture of operational excellence and data-driven decision-making.Monitor & Drive Performance: Establish, track, and report on key operational metrics and CS-related KPIs. Provide actionable insights and data-driven recommendations to leadership to drive a strong results and delivery focus.Enable Change Adoption: Partner with CS leaders to implement and embed functional changes. Develop and execute operational readiness plans—including documentation, system configuration, and communication—to ensure high adoption and seamless transitions from projects to BAU.Champion AI & Technology: Actively research, pilot, and deploy AI tools and other technologies to optimize CS operations, improve team productivity, and enhance the customer experience.Manage Operational Readiness: Own the operational readiness framework for the CS team, ensuring all processes, documentation, and systems are robust, scalable, and support BAU excellence.Stakeholder & Comms: Act as the primary operational liaison between the CS function and the central CX team, managing communications and reporting on operational performance, risks, and improvement initiatives.
What you'll bring with you
Proven experience in an Operations Management role, preferably within a SaaS or tech environment.Experience working directly with or in a Customer Success function.Demonstrable experience in process improvement, operational readiness, and driving continuous improvement cycles.Experience in supporting leaders to drive and embed change, including internal communications and readiness planning.Practical experience with, or a strong passion for, leveraging AI and automation tools to drive operational efficiency.
