Customer Success Operations Lead

🕒 April 10

🏢🏡 London – Hybrid

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Contentsquare

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

🤖 Artificial Intelligence

☁️ SaaS

🛍️ eCommerce

Artificial Intelligence • SaaS • eCommerce

Contentsquare is a digital experience analytics platform that utilizes AI technology to provide actionable insights for improving online engagement and conversion rates. The platform offers a comprehensive suite of features including experience analytics, product analytics, voice of customer insights, and experience monitoring, aimed at enhancing user journeys across digital interfaces. Trusted by over 3,700 enterprise brands, Contentsquare helps clients understand customer behavior and optimize digital experiences to boost business impact. It integrates with various systems to provide seamless analytics across websites and mobile apps, leveraging data to maximize customer engagement.

📋 Description

• Act as the primary Business Partner for VP, Customer Success EMEA & VP, Customer Success Americas, supporting CSM regional directors and 1st line managers worldwide • Lead Retention Forecasting, CSM Data Operations, and provide deep-dive Churn & Downsell Analysis • Manage all Reporting Requirements and perform Ad Hoc analysis to drive executive decision-making • Own Accounts Allocation, Handover tracking, and the monitoring of all CSM KPIs • Manage Quotas, Commission Inquiries, and Exceptions, ensuring accuracy in CSM compensation • Drive the leadership drumbeat by managing Meeting Agendas & Notes, as well as the preparation and resourcing for QBRs, All Hands, and Off-sites • Liaise with the ISD (Internal Systems & Data) team to validate Tool Requirements, oversee Internal Communication, and ensure system workflows align with CS operational needs

🎯 Requirements

• Advanced experience with Salesforce (reporting, dashboards, and data architecture) and Gainsight (Success Plans, Playbooks, and Health Scoring) • 3–5 years of experience in Revenue Operations, Sales Operations, or a dedicated CSM Operations role within a SaaS environment • Exceptional attention to detail with a GTM business approach to data; you don’t just flag risks, you solve them at scale • Strong written and verbal English communication skills, with the ability to translate complex data into actionable insights for regional directors • Proven ability to work cross-functionally and manage competing priorities—such as commission cycles and strategic planning—in a fast-paced environment • You are a self-starter who proactively identifies friction in the customer lifecycle and proposes scalable solutions.

🏖️ Benefits

• Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year • Work flexibility: hybrid and remote work policies • Generous paid time-off policy (every location is different) • Lifestyle allowance • A Culture Crew in every country we’re based in to coordinate regular activities for employees to get to know each other and bond outside of work • Every full-time employee receives stock options, allowing them to share in the company’s success • We have multiple Employee Resource Groups, that offer a safe space for individuals who share common identities, life experiences, or allyship to connect, support one another, and passionately advocate for the issues close to their hearts • And more benefits tailored to each country