Customer Success Manager

• Report to the Global Director of CS Operations and Insights.
• Own end-to-end delivery of CS Ops projects from intake and prioritisation to rollout, enablement, and measurement.
• Co-manage and run the CS Ops service desk — triaging requests, handling feature improvements, and ensuring timely resolutions.
• Support and optimise key CS tools: Zendesk, Vitally, Intercom, Rocketlane, Zapier, Jira and Salesforce.
• Partner with CS leadership to translate business requirements into scalable processes, tools, and insights.
• Create and deploy dashboards, workflows and playbooks to deliver customer value across the CS organisation.
• Collaborate with internal MIS and Procurement teams on systems, integrations, and vendor management.
• Develop and maintain reporting to support data-driven decisions across the CS organisation.
• Act as a trusted partner and advisor to CS colleagues, leadership, and cross-functional teams to enable efficiency and growth.
• Identify opportunities for automation, consistency, and simplification, including leveraging AI tools like ChatGPT and Google Gemini.

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