Senior CS Operations Manager, SaaS

Jobtailor; Aix-en-Provence; Sur place; EUR 70 000 - 95 000; Plein temps

Résumé du poste

Jobtailor seeks an experienced Customer Success Operations leader to define and operationalize CS workflows across France, from onboarding to expansion. You will own retention KPIs and report on GRR/NRR, shaping scalable processes within our CX tech stack.

You will partner with Customer Success, Sales, RevOps, BI and Product teams, translating strategy into actionable workflows, dashboards, and governance to support renewal health and churn risk management.

Qualifications

• Extensive experience in CS operations, RevOps, or analytics.
• Proven ability to design and scale lifecycle processes for SaaS.
• Strong analytical skills with KPI ownership and executive reporting.
• Fluent French (C2) and professional English (C1).

Responsabilités

• Define and operationalize CS workflows across France from onboarding to expansion.
• Own retention performance definitions and reporting (GRR/NRR).
• Translate CS strategy into scalable workflows, automation, and reporting.
• Lead renewal pipelines, health reviews, adoption and value reporting, churn governance.
• Partner with senior stakeholders including Director of CS to forecast retention drivers.

Connaissances

Customer Success Operations

Revenue Operations

KPI Frameworks

Retention Metrics

CX Technology Stack

Cross-functional Collaboration

French Fluency (C2)

English Proficiency (C1)

Problem Solving

Outils

CS platforms

CRM (Salesforce etc.)

Billing systems

Support tools

Workflow tools

Description du poste

Responsibilities

• Define and operationalize Customer Success workflows across France, covering the full customer lifecycle from onboarding to expansion.
• Serve as the single source of truth for retention performance by owning GRR/NRR definitions, segmentation, and reporting.
• Translate Customer Success strategy into scalable workflows, automation, and reporting across the CX technology ecosystem.
• Own and elevate the French CS operating rhythm, including renewal pipelines, health and risk reviews, adoption and value realization reporting, QBR tracking, and churn-risk governance.
• Act as a strategic thought partner to the Director of Customer Success, France, providing forward‑looking analysis on retention, expansion, churn drivers, and structural blockers.

Requirements

• Several years of experience in Customer Success Operations, Revenue Operations, or a comparable CS analytics or process‑focused role.
• Proven ability to design, optimize, and scale customer lifecycle processes in a subscription‑based SaaS environment.
• Strong analytical skills with experience owning complex KPI frameworks, retention metrics, and delivering executive‑level insights.
• Deep familiarity with CX technology stacks, including CS platforms, CRM, billing, support, and workflow tools.
• Ability to turn ambiguous, complex problems into clear, structured, and measurable processes.
• Experience collaborating closely with Customer Success, Sales, RevOps, BI, and Product teams.
• Clear, concise, and credible communicator, comfortable influencing directors and senior stakeholders.
• Fluent French (C2) and strong professional English (C1).