Lead Customer Team Operations and Insights Manager

Operational Excellence Responsibilities

• Develop and implement efficient and scalable customer success processes and workflows.
• Collaborate with cross-functional teams to ensure seamless customer onboarding, training, and support.
• Continuously monitor, improve operational metrics, and provide actionable insights related to customer success, including churn rates, NPS scores, and customer satisfaction.

Data Analysis and Insights Responsibilities

• Advises business leaders by providing data-based strategic direction to identify and address business issues and opportunities.
• Analyse customer data to identify trends, patterns, and areas for improvement in customer success efforts.
• Create and maintain dashboards and reports to provide visibility into customer success KPIs.
• Translate data-driven insights into actionable recommendations and strategies using modelling, statistics, trend analysis, and other data analysis techniques to collect, explore, identify, and analyze data.
• Plans, manages and controls the activities of a team or teams of analysts that provides business intelligence and strategic planning support for business segments or the company at large. 
• Leads initiatives to analyze complex business problems and issues using data from internal and external sources. 
• Brings expertise or identifies subject matter experts in support of multi-functional efforts to identify, interpret and produce recommendations and plans based on company and external data analysis.

Customer Journey Optimization Responsibilities

• Work closely with the Customer Success team to map out the customer journey and identify opportunities for improvement.
• Implement automation and technology solutions to enhance the customer experience.
• Develop and maintain customer segmentation strategies to tailor support to various customer types.

Cross-Functional Collaboration Responsibilities

• Enabling strong collaboration with Sales, Marketing, and Product teams to ensure alignment in customer team efforts.
• Share insights from customer interactions to influence product development and enhancements.
• Serve as the architect between customer success and other departments, fostering a culture of customer-centricity.

Qualifications and Requirements

• 5+ years of experience in operational roles that work with customer success. Must have a fluent understanding of SaaS KPIs and business drivers.
• Curiosity, always asking questions and trying to find answers for problems that other people can't see.
• Exceptional project management and process optimization skills and takes ownership.
• Strong analytical skills with the ability to derive actionable insights from data.
• Experience with customer success and CRM tools such as Salesforce, Vitally, Customer.io, Thoughtspot, and Gong
• Excellent communication and interpersonal skills and the ability to think and act on a global scale.
• A passion for delivering exceptional customer experiences.
• To be considered for the position you must be able to support teams in the UK and Australia.