Contentsquare

Customer Success Operations Lead

Contentsquare

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Senior

About the role

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SalesforceGainsightdata architecturereportingdashboardsChurn AnalysisDownsell AnalysisAd Hoc analysisKPI monitoringQuota management
Soft Skills
attention to detailwritten communicationverbal communicationcross-functional collaborationproblem-solvingself-starterability to manage competing prioritiesstrategic planningactionable insightscustomer lifecycle management