Customer Success Operations Leader Jobs

AFI Solutions GmbH

Location:
United Kingdom, London

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

We are looking for a CX Operations Leader to drive process excellence, analytics, and cross-functional alignment as we continue to scale globally. 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. As a global leader in enterprise content management and intelligent information management, we are trusted by more than 5,000 customers worldwide.

Job Responsibility:

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
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
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
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

Requirements:

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

What we offer:

Offene, familiäre Unternehmensstruktur mit Flexibilität
Modernes Office mit Top-Ausstattung

Additional Information:

Job Posted:
December 05, 2025

Employment Type:

Fulltime

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Customer Success Operations Leader