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

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.

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

Customer Success Operations Lead

Key skills