Zero100

Customer Success Operations Manager

Zero100

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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About the role

  • Platform Ownership & Optimization: Continuously enhance the back-end structure and front-end interface of our Planhat customer success management tool. Responsible for platform architecture, custom field management, automation development, and system stability and reliability.
  • Account Health & Analytics: Track and monitor customer outcomes at scale and present data-backed insights and recommendations for how we can continually improve our member experience to leadership.
  • Reporting & Data Visualization: Continually develop our reporting capabilities to meet stakeholder requirements. Create dashboards that drive data-informed and proactive customer success decisions.
  • Process Documentation & Enablement: Maintain and improve all Customer Engagement team enablement materials, including the Account Management Playbook and Planhat Standard Operating Procedures (SOPs). Ensure documentation remains current and accessible.
  • Training & Adoption: Lead onboarding for new Planhat users and ongoing training for new Planhat features and functionalities across user teams. Monitor adoption and provide day-to-day support to maximize platform utilization and effectiveness.
  • Bridging Business Needs & Technical Solutions: Partner with stakeholders to translate business requirements into scalable platform solutions. Evaluate, prioritize, and implement new feature requests, driving initiatives forward across remote teams through clear communication and effective project management.

Requirements

  • Experience owning and administering a core business system (e.g. a Customer Success Platform, CRM, Marketing Automation tool) from a product or operations perspective.
  • Strong analytical and problem-solving skills with experience in developing customer success metrics and account health scoring.
  • Proven ability to build and maintain reporting systems and data visualizations.
  • Excellent communication skills, including experience training teams on new tools and processes.
  • Experience managing stakeholder requests and prioritizing competing demands across cross-functional teams.
  • A strong interest in AI and automation (e.g. low-code tools and process design).
  • Ability to identify risks and benefits of potential platform configurations and to devise creative solutions to mitigate risks.
  • Ambition to make a long-lasting positive impact on customer success outcomes.
  • Curiosity, adaptability, and a willingness to learn and experiment in a fast-paced environment.
  • Previous experience with Planhat or similar customer success platforms.
  • Familiarity with CRM systems.
  • Understanding of subscription business models and customer lifecycle management.
  • Background in revenue operations, customer success, or account management.
  • Experience working in a start-up and/or scale-up environment.
Benefits
  • Competitive salary and bonus scheme
  • Unlimited holidays
  • Private healthcare & life insurance
  • Enhanced pension
  • Enhanced Parental Leave Policy
  • Custom-designed offices in central London with free breakfasts & snacks
Applicant Tracking System Keywords

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

Hard Skills & Tools
platform architecturecustom field managementautomation developmentdata visualizationreporting systemscustomer success metricsaccount health scoringlow-code toolsprocess designsubscription business models
Soft Skills
analytical skillsproblem-solving skillscommunication skillstraining skillsstakeholder managementprioritizationcuriosityadaptabilitywillingness to learnproject management