Customer Success Operations Leader

Ser Group; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A global software leader is seeking a Customer Success Operations Leader to enhance process excellence and drive analytics across teams. You will collaborate with IT and Sales, manage enterprise platforms like Salesforce, and lead a high-performing team. The ideal candidate has significant experience in CX operations, with a proven track record in a software or SaaS environment. Join us to make a direct impact on customer experience and shape the future of digital work.

Benefits

Collaborative work environment

Impactful role in global company

Mentorship opportunities

Qualifications

• Proven track record at director level or equivalent leading CX operations in a software or SaaS company.
• Minimum of 5+ years of progressive experience in customer experience, service delivery, or operations.
• Hands-on expertise in analytics and business reporting, tracking key performance metrics.

Responsibilities

• Drive process excellence and alignment across the customer journey.
• Collaborate with IT, Sales, and CX for operational effectiveness.
• Own the optimisation of core CX platforms.

Skills

CX process optimisation

Cross-functional collaboration

Analytics and business reporting

Salesforce management

Customer success tools expertise

Tools

Salesforce

Certinia

ChurnZero

Job description

Customer Success Operations Leader

full-time

SER Group has a new and exciting opportunity on our CX leadership team!

We are looking for a CX Operations Leader to drive process excellence, analytics, and cross-functional alignment as we continue to scale globally.

What does the SER Group do?

At SER Group, we are revolutionising the way businesses manage their content. Our innovative document management solutions have earned us recognition as a Leader in the 2024 Gartner® Magic Quadrant™ for Document Management, placing us among the industry’s top innovators.

As a global leader in enterprise content management and intelligent information management, we are trusted by more than 5,000 customers worldwide. With over three decades of innovation, our award-winning software, Doxis, helps organisations transform how they manage information, collaborate, and deliver value.

We are backed by TA Associates, one of the world’s leading global growth private equity firms, giving us the resources and momentum to scale rapidly and meet the rising demand for digital transformation and SaaS solutions.

At SER Group, you will join a high-growth, international environment with a culture that values creativity, collaboration, and bold thinking. We are shaping the digital workplace of tomorrow and you can help us make it happen.

London

Key Responsibilities

CX Process Optimisation

• Partner with CX leadership to harmonise and streamline processes across the customer journey including opportunity management, project delivery, and resource management
• Identify bottlenecks and implement improvements to ensure scalability and consistency across regions and functions

Cross-Functional Alignment

• Collaborate with IT, Sales, and CX teams to connect processes and ensure operational effectiveness at scale
• Drive consistency across departments to support growth and enhance the customer experience

Analytics

• Serve as the business partner to the CX leadership team for all core analytics including revenue, backlog, margin, CSAT, and SLA performance
• Provide insights that enable data-driven decisions and accountability
• Support the execution of our OneCX strategy by ensuring transparency and alignment across global operations

Systems Management

• Own the maintenance, optimisation, and innovation of SER Group’s core CX platforms including Salesforce (SFDC), Certinia, and ChurnZero
• Partner with business and IT stakeholders to ensure systems are fit for purpose, scalable, and continuously improved

Your Experience

• Proven track record at director level or equivalent leading CX operations in a software or SaaS company
• Minimum of 5+ years of progressive experience in customer experience, service delivery, or operations
• Strong background in process optimisation and cross-functional collaboration at scale
• Hands‑on expertise in analytics and business reporting, with experience tracking financial and CX performance metrics such as revenue, margin, backlog, and CSAT
• Experience managing enterprise‑grade platforms such as Salesforce and customer success tools (Certinia, ChurnZero)
• Demonstrated ability to partner with senior leaders to execute strategic CX initiatives
• International experience in software or SaaS environments preferred

Why join us

• Make a direct impact on customer experience at a global software leader
• Lead and mentor a high‑performing CX operations team
• Work in a collaborative, innovative, and growth‑oriented environment
• Help shape the future of digital work for companies worldwide

We look forward to hearing from you!

Contact

Stephanie Kniesel
SER Group Recruiting

Write to us or give us a call:
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