SaaS Customer Operations Lead

Jobtailor; Paris; On-site; EUR 60,000 - 90,000; Full time

Job summary

Jobtailor in Paris is seeking an experienced Customer Success Manager to structure, optimize and industrialize all customer operations, contribute to service quality, and drive activation and retention.

You will own processes and tools, centralize feedback, produce recommendations for Product and Marketing teams, and train Customer Success teams to improve execution and KPI-based results.

Qualifications

• Minimum 5 years' experience in a similar role.
• Prior experience at a SaaS vendor is required.
• Strong ability to structure and improve customer operations.
• Proficiency with support tools, CRM and automation platforms.
• Excellent organizational and interpersonal skills.
• Ability to work cross-functionally.
• Data-driven with a focus on KPI-based management.

Responsibilities

• Structure, optimize and industrialize all customer operations
• Contribute to the continuous improvement of service quality
• Drive customer activation and retention, and enhance team effectiveness
• Ensure ownership of processes, tools and execution quality
• Centralize and analyze customer feedback
• Produce recommendations for Product and Marketing teams
• Administer and optimize support and customer relationship tools
• Train Customer Success teams on processes and tools

Skills

Customer operations

SaaS experience

Cross-functional collaboration

KPI-driven management

Data analysis

Process improvement

CRM/Automation tools

Tools

Salesforce

Zendesk

Intercom

Job description

Jobtailor in Paris is seeking an experienced Customer Success Manager to structure, optimize and industrialize all customer operations, contribute to service quality, and drive activation and retention.

You will own processes and tools, centralize feedback, produce recommendations for Product and Marketing teams, and train Customer Success teams to improve execution and KPI-based results.