Customer Success Operations Manager

Payhawk; Barcelona; Presencial; EUR 50.000 - 70.000; Jornada completa

Descripción de la vacante

A leading fintech company in Barcelona is looking for an experienced Customer Success Operations Manager. This role is critical for optimizing processes and driving efficiencies that enhance customer experience. Ideal candidates have proven experience in Customer Success Operations within a high-growth environment, data analysis skills, and hands-on knowledge of customer support platforms. Enjoy competitive benefits including 30 days holiday and fitness memberships.

Servicios

30 days holiday paid leave

Payhawk company card

Monthly travel allowance

Fitness membership through ClassPass

Private Medical Insurance

Exchange program to other offices

Formación

• Proven experience in Customer Success Operations or similar role in a high-growth SaaS environment.
• Ability to self-serve data and measure impact.
• Hands-on experience managing customer support platforms.

Responsabilidades

• Own and optimise the Customer Support platform to improve efficiency.
• Act as a thought partner to enhance customer experience.
• Design automation processes for proactive customer engagement.
• Define and track key performance metrics for continuous improvement.

Conocimientos

Customer Success Operations

Data analysis

CRM systems

Workflow automation

Strong communication

Herramientas

Intercom

Zendesk

Salesforce

Zapier

Descripción del empleo

About the role

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
• Payhawk company card
• Monthly travel allowance
• Fitness membership through ClassPass
• Private Medical Insurance
• Exchange program to another one of our offices (Amsterdam, Berlin, Paris, London, Vilnius, Sofia).

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