AI-Driven Client Success Ops Lead

Webgains

West of England

On-site

GBP 60,000 - 90,000

Full time

14 days+

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Job summary

Webgains is seeking a proactive, solutions-focused leader to head client support and client success operations. You will own the day-to-day support function while driving systems, processes, and automation to scale exceptional service.

You will bridge clients, internal partners, and technical teams to resolve issues and continuously improve tools and workflows that support customers. The role emphasizes solving complex problems, thinking in systems, and leveraging technology to boost efficiency,

Qualifications

Experience managing customer support, client success, service delivery, or operational support functions.
Strong project management and stakeholder management skills.
Experience working with CRM platforms and ownership of business systems.
Comfortable gathering business requirements and translating them into practical solutions.
Strong analytical and problem-solving skills with a data-driven approach to decision-making.
Excellent communication skills with the ability to work effectively across technical and non-technical teams.

Responsibilities

Own and develop AI driven 1st line support function, with escalation workflows, ensuring queries and issues are managed effectively and in line with SLAs.
Monitor, manage, and continuously improve support performance, reporting regularly on KPIs, trends, and customer satisfaction metrics.
Champion the voice of the customer across the business, ensuring client needs are understood and prioritised.
Work closely with technical and product teams to communicate issues, define requirements, and support successful resolution.
Support with knowledge hub product updates and communication.
Act as the owner and administrator of the CRM platform, ensuring it supports the evolving needs of the business.
Drive CRM enhancements, and future system development to improve efficiency and scalability.
Manage support ticketing systems, workflows, reporting, and knowledge management processes.
Develop and maintain client-facing self-service resources, support documentation, and knowledge bases.
Create clear operational processes and ensure best practice adoption across teams.
Partner with Client Success, Product, Technology, Operations, and Commercial teams to deliver outstanding customer outcomes.
Participate in prioritisation discussions, ensuring client impact is considered in decision-making.
Support change management, training, and adoption of new tools, processes, and system enhancements.
Provide insights and recommendations to senior leadership on operational improvements and customer experience enhancements.