Senior Manager, Customer Success Operations

Your Role

As Senior Manager, Customer Success Operations, you will lead the operational processes, insights and frameworks that enable our global Customer Success organisation to deliver customer value, protect recurring revenue and scale effectively.

Supporting approximately 50 Customer Success professionals, you will partner closely with the Chief Customer Officer and Global Head of Sales Operations to strengthen customer engagement, renewals and account growth. You will translate business priorities into practical processes, reliable reporting and clear accountability across the post-sales customer lifecycle.

This is a hands-on leadership role combining strategic planning with operational delivery. You will lead a geographically distributed team and partner with Customer Success, Sales, Finance and Product to support an increasingly complex enterprise customer base.

Your Responsibilities

Renewal Strategy and Revenue Protection

• Build a proactive renewal operating model with clear milestones, ownership and escalation routes ahead of contract expiry.
• Support the transition from reactive auto-renewals to planned, strategic renewal discussions, including multi-year agreements where appropriate.
• Establish visibility into upcoming renewals, customer risk, contraction and expansion opportunities.
• Partner with Customer Success and Finance to improve renewal forecasting and explain revenue movements.
• Develop consistent reporting on MRR, ARR, gross revenue retention, net revenue retention and churn.

Contract Reconciliation Billing and True Ups

• Own the operational coordination of contract reconciliations and true-ups, partnering with Finance and account owners to ensure accurate, timely billing.
• Identify differences between contractual commitments, customer usage, entitlements and billing records.
• Investigate recurring discrepancies and introduce controls that reduce revenue leakage and customer friction.
• Ensure reconciliation decisions, exceptions and approvals are documented and traceable.

Customer Engagement and Lifecycle Management

• Develop a consistent engagement framework across onboarding, adoption, ongoing account management and renewal.
• Define account segmentation and coverage models that align CS resources with customer needs, complexity and commercial value.
• Set clear expectations for customer touchpoints, account plans, business reviews and risk escalation.
• Develop customer health scoring using product adoption, engagement, support and commercial indicators; measure effectiveness against customer outcomes.

Data Systems and Performance Insights

• Establish a reliable view of customer and revenue performance, with clear metric definitions and ownership.
• Build dashboards that help leaders identify risks, prioritise activity and assess team effectiveness.
• Partner with systems owners to improve CRM data quality, workflow automation and reporting consistency.
• Translate complex data into clear recommendations and simplify manual processes to improve scalability.

Team Leadership and Cross Functional Delivery

• Lead, coach and develop the London-based Manager and Vancouver-based Analyst.
• Set priorities and balance day-to-day operational requirements with longer-term improvement initiatives.
• Establish effective working practices across New York, London and Vancouver.
• Build partnerships across Customer Success, Sales, Finance and Product to resolve issues and deliver shared priorities.
• Lead process changes through clear communication, practical training and measurement of adoption.

About You

You are an experienced Customer Success Operations, Revenue Operations or post-sales operations professional who combines commercial understanding with strong analytical and operational skills. You bring structure to complex environments and move comfortably between executive discussions and detailed problem-solving.

• Demonstrated experience leading Customer Success Operations or a comparable post-sales operations function within an enterprise SaaS business.
• Strong understanding of onboarding, adoption, renewals, retention and expansion.
• Financial and commercial acumen, including SaaS revenue metrics, billing, contract reconciliation and true ups.
• Experience building renewal processes, engagement frameworks, account segmentation and customer health models.
• Strong analytical skills and experience using CRM platforms, reporting tools and workflows to improve data quality and effectiveness.
• People management experience, including developing colleagues and coordinating delivery across locations and time zones.
• Confidence partnering with senior leaders, presenting recommendations and constructively challenging existing approaches.
• A hands-on approach, sound judgement and the ability to prioritise competing demands in a fast-paced environment.
• Experience supporting financial services customers, regulated industries or complex enterprise contracts would be advantageous.

Global Relay is unable to offer visa sponsorship for this position. Candidates must have the right to work in the USA at the time of application.