Business Operations Manager

• Monitor & predict customer health indicators to proactively identify at-risk accounts and reduce churn
• Build scalable customer engagement touchpoints alongside the digital journeys
• Translate customer feedback and usage data into retention and upsell playbooks
• Identify and develop digital customer journeys, encouraging adoption and growth
• Continuously evaluate our customer journeys to identify emerging trends and new business opportunities
• Define, track, and analyze key operational metrics to identify trends and areas for improvement
• Develop and implement strategies that align with business objectives and support sustainable growth
• Optimize sales-related processes and improve data integrity to ensure customers have the necessary onboarding and product adoption
• Lead critical operational projects from conception to completion, ensuring they meet intended objectives and drive best practices
• Foster the adoption of new processes and systems through effective change management and stakeholder influence
• Serve as a key operational partner to Sales, Marketing, Product, and Customer Care to ensure seamless execution of company-wide initiatives

• Experience in Customer Success, Account Management, or a customer-facing ops role with a strong understanding of SaaS customer lifecycles (adoption, retention, and expansion)
• Proven track record in Business Operations, Strategy, or a similar role within a fast-paced SaaS or technology environment
• Proficiency in analyzing complex datasets and presenting findings through data visualization and actionable reporting
• Experience building operational frameworks, playbooks, or automated 'customer journeys' that drive measurable outcomes
• Ability to build consensus among diverse stakeholders and influence teams without direct authority
• Familiarity with process improvement and change management to drive the adoption of new systems and insights
• Comfortable with new tools and systems to iterate, improve, and implement new digital automations supporting our customers
• Experience in Business Operations, Customer Success Operations, or Consulting, ideally within a high-growth B2B SaaS environment
• Hands-on experience with CRM systems (e.g., Salesforce, HubSpot) and Customer Success platform
• Advanced skills in data analysis and visualization tools (e.g., Tableau, Looker, or PowerBI)
• Experience managing end-to-end operational projects and change management initiatives across multiple regions or local markets
• Proficiency in English is required

additional languages relevant to our local markets are an advantage