Customer Success Operations Lead – Fixed-Term Contract

Job not on LinkedIn

🔥 0 minutes ago

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

CloudM

WebsiteLinkedInAll Job Openings

201 - 500 employees

CloudM empowers organizations to own and control their Google Workspace and Microsoft 365 data from an easy to use platform with automation at its core, delivering data resilience and portability.

📋 Description

• Playbook design and documentation: Author the playbooks the CSM team will operate to - including renewal, customer save, onboarding, business reviews, customer communications, escalation, and stakeholder coverage. Ensure each playbook has a defined owner, a clear system of record, and a measurable definition of success. • Rollout coordination: Drive the new operating model from design into applied state. Manage dependencies across Revenue Operations, Product, Growth, Marketing, and Partner Strategy, and sequence the work so the team is never blocked waiting on others. • Coaching and adoption: Track which behaviours are landing and which aren't. Coach the CSM team through the changes and surface gaps before they become problems. • KPI rollup and reporting: Own the operational KPIs that measure how well the operating model is being executed. Compile monthly reports and report quarterly to the Senior Leadership Team. • Implementation plan ownership: Maintain the live implementation plan as decisions evolve and dependencies shift. Own the critical path and keep it visible. • Cross-functional liaison: Act as the Customer Success counterpart to peers in Revenue Operations, Product, Growth, and Marketing. Spot blockers early and resolve them before they slow delivery.

🎯 Requirements

• Hands-on experience building or rebuilding a Customer Success function within a SaaS business of a similar scale (50–200 people, sub-£20M ARR) • Fluent in the mechanics of Customer Success; renewal cycles, expansion opportunities, and churn diagnostics and can hold your own in commercial conversations • You've taken a Customer Success playbook from blank page to live practice, whether that's onboarding, renewals, save motions, or comparable frameworks • Owned NRR or GRR targets and understand the levers that move them • Comfortable working across a modern CS tech stack, including CRM, quote management, and product analytics tools • Strong written communication: your playbooks get read and actually get used • Comfortable using AI tooling as a genuine force multiplier in your day-to-day work.

🏖️ Benefits

• Private healthcare including dental and optical care • Company contributed pension (matched up to 5%) • Unlimited paid holiday • Flexible working - we ask that you work during core hours (10-4) to help with collaboration, but outside of that you can work when suits you • 10 paid sick days • Death in service, 4 times your annual salary • Employee Assistance Program (EAP) • Tech scheme (Salary sacrifice, CloudM can loan you up to £1,000.00 for tech equipment) • 10 Time to Learn days • Birthdays off • Opportunity to develop within a fast-growing tech business with an ambitious year-on-year growth trajectory • Market-leading parental leave policies • Various wellbeing initiatives • Exclusive access to discounts & rewards • High-spec equipment (laptops, phones, etc.) • Working from home equipment budget