Customer Success Operations Manager

Customer Success Operations Manager

We are seeking a highly driven and proactive Customer Success Operations Manager to own and optimise the systems, processes, and communications that power our Customer Success organisation. This role is about being a design partner to leadership, challenging assumptions, bringing forward innovative solutions, and driving continuous improvement. You will play a pivotal role in ensuring the processes, tooling, and data which power our Customer Success and Implementation Management functions deliver meaningful impact to both customers and the business.

Key Responsibilities

• Own and optimise Intercom: Take full responsibility for our Customer Support platform, ensuring configuration and performance improvements that reduce resolution times, increase customer satisfaction, maximise AI-driven resolutions, and minimise costs.
• Challenge and deliver: Act as a thought partner with senior leaders to scope and execute improvements that enhance customer experience and operational efficiency across key processes such as onboarding, optimisation, and churn management.
• Drive communications: Build scalable, repeatable processes for customer communications, enabling the team to deliver timely, targeted, and impactful messaging.
• Automate with intent: Design and implement automations to streamline operations and create proactive customer engagement moments that drive revenue and improve customer experience.
• Measure and improve: Define, track, and report on key performance metrics for communications, workflows, and processes, using insights to continuously improve outcomes for customers and the business.

Key Requirements

• Proven track record: Demonstrated experience in Customer Success Operations, RevOps, or a similar role within a high-growth SaaS or B2B environment.
• Data and process skills: Ability to self-serve data, analyse customer behaviour, and measure impact to inform decision-making.
• Tooling expertise: Hands-on experience managing and optimising customer support platforms (e.g. Intercom, Zendesk) and knowledge of CRM systems (e.g. Salesforce).
• Automation mindset: Familiarity with workflow automation tools (e.g. Zapier or n8n) and a passion for streamlining processes and driving efficiency.
• High ownership and accountability: A proactive self-starter who takes initiative, challenges the status quo, and drives projects forward with minimal direction.
• Strong communicator: Excellent collaboration and communication skills with the ability to influence stakeholders and align teams around initiatives.

Company Benefits

• 30 days holiday paid leave
• Competitive compensation package
• Exchange policy to another Payhawk office (London, Berlin, Barcelona, Paris, Amsterdam)
• Flexible working hours and opportunity to work from home
• Regular team-wide events
• Additional Medical care
• Multisport card fully funded by us
• Opportunity to use the Payhawk product.

Payhawk is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.