Director, Customer Success Operations

Mews; Greater London; On-site; GBP 80,000 - 110,000; Full time

Job summary

A fast-scaling technology company is looking for a Director of Customer Success Operations in the United Kingdom. This pivotal role involves providing data insights to drive customer adoption and retention, improving reporting frameworks, and leading a high-performing team. The ideal candidate has extensive experience in customer success operations and a strong ability to partner with senior leadership. The position offers a full-time opportunity with a focus on operational excellence and strategic decision-making.

Qualifications

• Experience in analytics and planning.
• Ability to strategically partner with senior leaders.
• Experience in high-performing ops or analytics teams.

Responsibilities

• Drive insights and strategic decision-making for CS leaders.
• Lead development of data-driven processes and upsell reporting.
• Own and evolve forecasting processes and collaborate with stakeholders.

Skills

Extensive experience leading in CS Ops or Revenue Operations

Strong business acumen

Proven team leadership experience

Expertise in Salesforce and reporting tools

Forecasting experience in a SaaS environment

Strong communication and influencing skills

Hands-on approach with data

Education

Director level experience

Tools

Salesforce

Power BI

Job description

Overview

Were looking for a Director Customer Success Operations to be the operational engine behind our fast-scaling CS organisation. Reporting to the VP of Revenue Operations youll partner closely with CS leadership and cross-functional stakeholders to deliver the data insights and planning needed to drive customer adoption upsell and retention.

This is a hands-on leadership role where youll oversee the CS Ops team improve forecasting and planning and build proactive reporting frameworks that move beyond reactive reporting. Youll help Mews scale with confidence enabling leaders to make better faster decisions grounded in accurate data and strong predictive analysis.

Your mission should you choose to accept it

• Drive insights and strategic decision-making by turning data into proactive recommendations for CS leaders
• Lead the development of data-driven processes including upsell reporting ICP design and target account selection
• Own and evolve forecasting processes for renewals and upsells partnering with FP&A on long-term planning
• Collaborate with Deployment Customer Success Experience and Support leaders to optimise the post-sale journey
• Create reporting frameworks and dashboards tailored to reps managers and executives
• Manage and develop the CS Ops team raising the bar for analysis insight and stakeholder impact
• Improve processes and tooling to reduce manual effort increase forecast accuracy and streamline operations
• Partner cross-functionally with Sales Ops RevOps Data & Systems and GTM leadership to align on shared priorities

Youll be a great fit if you bring a few of the below with you

• Extensive experience leading in CS Ops Sales Ops or Revenue Operations with a proven track record in analytics and planning
• Strong business acumen and ability to partner strategically with senior CS and GTM leaders
• Proven team leadership experience building high-performing ops or analytics teams
• Expertise in Salesforce and reporting tools (e.g. Power BI) with the ability to design scalable frameworks
• Forecasting experience ideally across renewals and upsell motions in a SaaS environment
• Comfortable working in complex fast-scaling organisations (100 stakeholders) with enterprise-to-midmarket reach
• Strong communication influencing and stakeholder management skills able to hold your own with senior leaders
• Hands-on approach with data balanced with the ability to think and act strategically

Required Experience

Director

Key Skills

Employee Relations,Employee Evaluation,Management Experience,Profit & Loss,Conflict Management,Operations Management,Project Management,Budgeting,Leadership Experience,Supervising Experience,Leadership management,Financial Planning

Employment Type : Full Time

Experience : years

Vacancy : 1