Senior Strategy & Operations Manager – Customer Success

Pennylane

Senior Strategy & Operations Manager driving transformation and productivity at Pennylane. Collaborating with cross-functional teams to enhance operational efficiency in Customer Success.

Posted 5/18/2026full-timeParis • 🇫🇷 FranceSeniorWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Act as a driving force for change and a source of proposals: you observe, listen, question, challenge the status quo, and consistently suggest improvements and ways to reduce time currently spent on administrative data entry or information searches. You will enable anticipation of future growth and document changes.
Implement identified initiatives through new information systems, changes to existing applications, and/or organizational adjustments. You will lead projects within Customer Success while relying on expertise from other teams such as Data, Sales, or Finance. Your mission will also include ensuring customer satisfaction, meeting deadlines, and tracking implementation performance indicators.
Listen to and observe other departments, take a step back, compare, and develop benchmarks to inform your own thinking.
Establish strong communication and hands-on support for the CS teams to drive adoption of new ways of working (optimal configuration, training, continuous improvement…). You will ensure daily adoption and support of tools and processes.
Provide visibility at the ops and data levels: understand at the corporate level the challenges teams face in order to anticipate and assess their impact on Customer Success.

Requirements

What you’ll need

Experience in transformation and productivity improvement through the implementation of information systems (IS)
Natural curiosity and a desire to have real impact: strong listening and observation skills
End-to-end project management experience: able to frame problems quickly, deliver fast and iterate without waiting for perfection
Ability to both dive into details and step back to analyze
Business mindset
Excellent communicator (verbal and written), able to simplify and explain complex issues
Interest or knowledge in AI, no-code, or other forms of automation is a plus
Strong analytical skills (good SQL knowledge is a plus)
Familiarity with Customer Support departments and tools such as Intercom, Zendesk and Salesforce is a plus

Benefits

Comp & perks

Health insurance among the best on the market (Alan Blue and Alan Mind)
Meal vouchers (Swile card)
Between 6 and 12 additional RTT days on top of 5 weeks of paid vacation
Opportunity to improve your English with Busuu
Monthly dedicated budget for all Pennylaners to support working from home or coworking spaces
Easy access to our offices, located minutes from Saint-Lazare in the heart of Paris
BSPCE equity package
Access to 8,000 gyms across France and over 300 wellness activities via our partner Gymlib
Company Mac
We play many sports together and make a point of regularly getting together for company events such as Tech Days (which bring remote Pennylaners together every 3 months) and our annual company offsite, which fosters strong team cohesion for everyone.

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills & Tools

information systems implementationproject managementSQLautomationdata analysis

Soft Skills

listening skillsobservation skillscommunicationanalytical skillsbusiness mindset