Client Success Ops: AI-Driven Support & Systems

Webgains Global | B Corp; West of England; Hybrid; GBP 45,000 - 55,000; Full time

Benefits offered by this job

Salary up to 50k

Private medical/dental

Development support

Nursery scheme

25 days holiday

Mental health support

Living wage employer

Proud to be a B Corp

Job summary

Webgains is seeking a proactive, solutions-focused leader to head our client support and client success operations. This visible role sits at the intersection of customer experience, technology and business operations, owning day-to-day support and driving scalable systems and automation.

You’ll bridge clients, internal stakeholders and technical teams to resolve issues and continuously improve tools. The role is hybrid with three days in Bristol or London and two days at home.

Qualifications

• Experience leading customer support, client success, service delivery, or operational support.
• Strong project and stakeholder management skills.
• Experience with CRM platforms and business systems ownership.
• Ability to translate business needs into practical solutions.
• Data-driven with strong analytical and problem-solving skills.
• Clear communicator across technical and non-technical teams.
• Systems thinker who links people, processes, data and technology.
• Familiarity with Monday.com, Jira, Confluence and automation tools.

Responsibilities

• Own and develop AI-driven 1st line support with escalation workflows.
• Monitor performance, report KPIs and customer satisfaction trends.
• Champion the voice of the customer and prioritise needs.
• Collaborate with technical and product teams to drive resolutions.
• Develop and maintain self-service resources and knowledge bases.
• Own CRM platform administration and future system enhancements.
• Create clear operational processes and promote best practices.
• Support change management and tool adoption across teams.

Skills

Customer support management

Client success

Operational excellence

Stakeholder management

Process improvement

Analytical thinking

System thinking

CRM systems

Cross-functional collaboration

Tools

Monday.com

Jira

Confluence

N8N

Job description

Webgains is seeking a proactive, solutions-focused leader to head our client support and client success operations. This visible role sits at the intersection of customer experience, technology and business operations, owning day-to-day support and driving scalable systems and automation.

You’ll bridge clients, internal stakeholders and technical teams to resolve issues and continuously improve tools. The role is hybrid with three days in Bristol or London and two days at home.