Exception Operations Manager
Dave
Job Level
Lead
About the role
- Build, coach, and inspire a customer success team to deliver shared outcomes.
- Design a culture of inclusion where all voices are heard and collaboration drives success.
- Create a safe space for testing ideas and challenging assumptions.
- Drive customer outcomes focused on measurable improvements (engagement, retention, value).
- Define and optimise the customer lifecycle using data, insights, and OKRs.
- Balance strategy with hands-on action: mentor individuals, handle escalations, and refine processes.
- Focus on delivering tangible results for customers, not just reports.
Requirements
- Proven leadership experience in customer success, account management, or service roles (ideally SaaS).
- A track record of building high-performing, motivated teams.
- Strong coaching, mentoring, and communication skills.
- Comfort working with OKRs, KPIs, and customer metrics like NPS and retention.
- An open, collaborative mindset with the humility to listen and the courage to act.
- Agility in a fast-paced, changing environment.
- A focus on outcomes, not outputs.
- Experience leading teams (years of experience requested in application form).
- Experience working with OKRs, KPIs, and customer metrics (asked in application form).
- Experience in SaaS preferred (application asks if candidate has SaaS experience).
