Customer Success Operations Lead (RevOps)

FlashAcademy®; Birmingham; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

FlashAcademy® in Birmingham is seeking a Customer Success Operations Lead (RevOps). The role involves owning the customer success tech stack, implementing automation, and designing customer success programmes. Candidates should have 4–7 years of experience and a strong analytical mindset.

This hybrid role offers the chance to shape operations and make a significant impact on customer retention metrics across numerous schools.

Qualifications

• 4–7 years in customer success or account management.
• Experience managing or implementing a customer success platform.
• Strong analytical mindset with attention to data quality.

Responsibilities

• Own and optimise customer success tech stack.
• Proactively identify automation opportunities.
• Build reporting infrastructure with clear visibility.

Skills

Customer success operations

CRM systems

Data analysis

Automation

Communication

Tools

Gainsight

ChurnZero

Totango

Job description

FlashAcademy® is an award-winning, AI-powered assessment and learning platform supporting multilingual learners in over 1,600 schools across the UK and internationally. We are entering our next phase of growth — evolving from a learning platform into a trusted intelligence layer for schools and international groups.

To support this growth, we are now hiring a commercially-minded Customer Success Operations Lead (RevOps) to own the systems, tools and processes that drive adoption and engagement across our customer base. Reporting to the Head of Customer Success, you will implement automations, AI-powered workflows and scalable programmes that reduce churn and maximise the value our customers get from FlashAcademy®.

What you'll do as Customer Success Operations Lead (RevOps)

• Own and optimise our customer success tech stack — including our CRM and customer success platform — ensuring clean data, reliable integrations and workflows that scale.
• Proactively identify opportunities to automate large portions of the customer journey while maintaining personalisation and human touch.
• Design and run scaled or digital customer success programmes in collaboration with account owners and the Head of Customer Success — including engagement cadences and touchpoint strategies that increase usage and drive feature adoption.
• Build and manage reporting infrastructure: dashboards, health views and trend analyses that give the customer success team and leadership clear visibility into portfolio performance.
• Build and maintain customer health score models, incorporating usage data, engagement signals and renewal risk indicators.
• Surface customer insights from usage and engagement data to inform product and business decisions.

What we're looking for

• 4–7 years in customer success or account management, with at least one prior role specifically in customer success operations or revenue operations.
• Hands‑on experience managing or implementing a customer success platform (Gainsight, ChurnZero, Totango, or similar) or CRM systems.
• Ability to build reports and dashboards from scratch — not just interpret them.
• Experience designing or significantly improving customer success processes at a systems level.
• Strong ownership mentality, proactivity and the ability to learn in a self‑guided way.
• Strong interest in AI and emerging technologies, with the ability to evaluate and select the right tooling for the right job.
• Comfortable working cross‑functionally with Sales, Product, and RevOps stakeholders.
• Strong analytical mindset with high attention to data quality and process detail.
• Excellent communication skills — able to clearly explain complex information, listen actively and ask thoughtful questions.
• Bonus: experience in EdTech, SaaS with a high‑volume SMB customer base, or consumption or usage‑based models.
• Direct line of sight to business impact: your work will show up in retention and adoption metrics across 1,600+ schools.
• The trust, responsibility and ownership to shape how the customer success operations function is built — implement AI‑first workflows and see their impact.
• Work that matters — every improvement you make reaches schools and students' learning journeys.
• Hybrid working in a mission‑driven, fast‑growing EdTech company.

KPIs

Success in this role will be measured against:

• Customer retention rates across the managed portfolio.
• Feature adoption and platform engagement metrics.
• Health score model accuracy and coverage.
• Time‑to‑value for onboarding and new feature rollouts.
• Quality and reliability of customer success reporting infrastructure.