Customer Success Operations Manager

Lead Forensics; Portsmouth; Hybrid; GBP 35,000 - 50,000; Full time

Benefits offered by this job

25 days holiday + Bank Holidays

Self-development budget

Progression opportunities

Hybrid working arrangement

2 paid charity volunteering days

Job summary

Lead Forensics is seeking an Operations Analyst in Portsmouth to optimise Power BI reporting and manage the Customer Success CSP (Planhat). You will build and maintain reporting frameworks, enabling visibility into retention, churn, expansion and activity across CS, Operations and Enablement teams.

You will balance independent work with cross-functional initiatives, ensuring data accuracy and timely insights for senior leadership.

Qualifications

• Proficiency with Power BI dashboards and data visuals.
• Experience in CRM data structures, fields and workflows.
• Ability to translate data into actionable insights for leadership.
• Attention to detail and high data accuracy.

Responsibilities

• Oversee and manage the Customer Success CSP (Planhat) data structures and integrity.
• Build, maintain, and optimize Power BI dashboards and reporting suites.
• Deliver regular and ad-hoc reporting to Customer Success leadership.
• Define and monitor KPIs for the Customer Success function and data accuracy across systems.
• Collaborate with CS, Sales, Marketing, Finance and Internal Systems teams.
• Support onboarding of new processes and tools and improve reporting frameworks.

Skills

Power BI

CRM systems

Dashboards

Data analysis

Data accuracy

SaaS metrics

Stakeholder mgmt

Time management

Commercial awareness

Job description

Operations Analyst

Salary: £35,000 - £50,000

Location: Portsmouth (Hybrid working)

Working Hours: Monday to Friday

Benefits

• 25 days holiday plus Bank Holidays
• Dedicated budget for self-development
• Progression and development opportunities
• Hybrid working arrangement
• 2 paid charity volunteering days

Role Summary

As the Customer Success Operations Manager at Lead Forensics, you will play a pivotal role in optimising our Power BI reporting suite and managing our Customer Success CRM/CSP (Planhat). Your work will empower the Customer Success, Operations, and Enablement teams through high-quality, reliable, and actionable reporting.

Your primary responsibility will be to create, maintain, and continuously improve our reporting frameworks, ensuring visibility into key performance metrics such as retention, churn, expansion, and activity tracking. You will balance independent work with collaborative projects, managing multiple priorities, contributing to cross-functional initiatives, and maintaining data accuracy across all systems.

Key Responsibilities

• CRM & Systems Management:
  • Oversee and manage the Customer Success CSP (Planhat), ensuring data integrity and usability for all stakeholders.
  • Maintain and refine data structures, fields, and workflows to support efficient CS operations.
  • Identify and address data gaps or inconsistencies, and support system upgrades and feature rollouts.
• Reporting & Analytics:
  • Build, maintain, and optimize Power BI dashboards and reporting suites.
  • Deliver regular and ad-hoc reporting to Customer Success leadership.
  • Ensure consistent definitions and tracking of key metrics (churn, retention, expansion).
  • Provide insightful analysis to support data-driven decision-making.
• Operations & Enablement Support:
  • Support Operations and Enablement teams with reporting needs, data analysis, and process enhancements.
  • Help define and monitor KPIs across the Customer Success function.
  • Assist with onboarding new processes and tools.
• Cross-Functional Collaboration:
  • Partner with Customer Success, Sales, Marketing, Finance, and Internal Systems teams to align and integrate data across the business.
  • Serve as the primary contact for reporting and CRM-related inquiries.
  • Support business initiatives requiring Customer Success data.
• Self-Management:
  • Independently manage multiple priorities and deadlines while effectively collaborating with colleagues.
  • Proactively identify opportunities to improve reporting, systems, and processes.

Required Skills & Experience

• Proficiency or working knowledge of Power BI
• Experience managing and working within CRM systems
• Demonstrated ability to build and maintain dashboards and automated reporting tools
• Strong data manipulation and analysis skills
• High attention to detail and commitment to data accuracy
• Experience with SaaS Customer Success metrics (churn, retention, NRR, expansion)
• Ability to translate complex data into actionable insights
• Strong stakeholder management and communication skills
• Excellent self-organisation and time management
• Commercial awareness

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