Customer Success Operations Manager (Planhat) Job at Corsearch (London)

Senior Manager, Customer Success

As a Senior Manager, Customer Success, you’ll lead a team of six experienced CSM...

Location

United States

Salary:

Not provided

Clutch

Expiration Date

Until further notice

Requirements

5+ years of people leadership experience in Customer Success or Account Management, ideally leading CSMs in post-implementation, B2B SaaS environments
Expertise in fintech or other regulated, complex industries where success requires executive alignment, precision, and cross-functional coordination
Experience leading CSMs who manage strategic or enterprise-level customers, with a focus on coaching executive presence and commercial acumen
Strength in coaching and talent development, building confident, accountable CSMs who own their outcomes
Proven success in renewal and expansion mechanics, including forecasting, pipeline management, and joint sales motions
Strong operational skills, capable of bringing clarity and structure to evolving processes in a fast-paced, scaling environment
Executive presence and storytelling ability, able to guide senior stakeholders through strategic and high-stakes conversations
Bias to action and ownership mindset, moving initiatives forward amid ambiguity while maintaining strong team alignment
Data fluency, with the ability to interpret team and customer data, identify trends, and drive continuous improvement
Collaborative approach, working closely with Product, Support, and Professional Services to execute shared customer outcomes

Job Responsibility

Lead a team of six experienced CSMs serving mid-market and Lighthouse Credit Unions, including several of Clutch’s largest and most strategic customers with contracts up to and above $1M+ ARR
Drive post-implementation success, ensuring customers deploy new features, realize measurable value, and expand their partnership with Clutch
Own outcomes across retention, expansion sourcing, and building scalable processes and playbooks across the CS org
Coach CSMs on executive-level renewals while building repeatable frameworks that scale
Work closely with Product, Support, and Professional Services to guide feature rollouts, strengthen adoption, and deepen executive alignment
Shape the playbooks and cadences that define our next stage of growth
Quarterback challenging customer situations, earning trust from both your team and senior stakeholders
Implement operating cadences and take full ownership of the team’s KPIs and forecasting accuracy
Identify and lead process improvement initiatives, strengthening team consistency and predictability
Guide the team through high-stakes renewals with confident, predictable forecasting

What we offer

Remote Flexibility
Unforgettable Off-Sites: Twice a year, bond with colleagues in exciting destinations
Paid Time Off: Enjoy flexible PTO days yearly
Stock Options
Home Office Setup: Create your ideal workspace with a dedicated budget for home office essentials
Work Trip Budget: Grow personally and professionally with a budget for work-related trips and co-working
Health Coverage: Prioritize your well-being with comprehensive health and dental insurance plans

Fulltime

Customer Success Manager

We help frontline operations reach a higher standard of execution by making comp...

Location

Germany

Salary:

Not provided

Doinstruct GmbH

Expiration Date

Until further notice

Requirements

2+ years in Customer Success or a related GTM role, ideally in SaaS environments where scale and automation aren’t optional
Comfortable managing a broad portfolio without losing depth or clarity
Data-driven by default
you rely on signals, dashboards, and leading indicators to prioritize your week
Strong communicator who can guide traditional, operational customers with confidence and structure
Solid project and stakeholder management skills
you can run multiple onboardings while improving underlying processes at the same time
Fluent in German and confident navigating discussions with operational and managerial stakeholders across the DACH region
Motivated by ownership, not maintenance
you want to build something that raises the bar for how CS operates

Job Responsibility

Manage a portfolio of roughly 150 SMB accounts (<150 Employees) across DACH and guide them from onboarding to renewal with a clear, outcome-driven approach
Build a predictable, scaled customer motion by combining structured onboarding, automated lifecycle touchpoints (Digital CS), and focused human support where it matters most, for example personal kickoffs, webinars, and office hours
Build reporting and operational visibility in Planhat
define triggers, health metrics, and signals that help us act early instead of react late
Identify adoption gaps and unblock them quickly through content, playbooks, or process improvements
Work with Product, Support, and Sales to turn insights into product improvements, clearer workflows, and smarter rollouts
Shape our long-term CS model by creating a repeatable journey that can later scale to larger segments

What we offer

You can make full use of your skills and play an active role in the further development of our start-up
We attach great importance to a positive working atmosphere, maximum transparency, communication at eye level, and support every step of your personal and professional development

Fulltime

Customer Success Strategy & Digital Journey Manager

We help frontline operations reach a higher standard of execution by making comp...

Location

Germany , Berlin

Salary:

Not provided

Doinstruct GmbH

Expiration Date

Until further notice

Requirements

Background in consulting, project or program management, RevOps, implementations, or Customer Success with a strong focus on systems, process, and scale
You think in operating models, trade-offs, KPIs, and prioritization, and you enjoy turning ambiguity into structure
Data-driven by default
you build and use dashboards and leading indicators to guide decisions
Strong stakeholder manager who can drive alignment and decisions without formal authority
Clear, structured communicator who can guide operational customers who are not always digital-native
Fluent in German and comfortable working across the DACH region

Job Responsibility

Own the system: Design, build, and continuously improve our digital customer journey from onboarding to renewal, including lifecycle stages, touchpoints, assets, communication, and timing
Use Scaled CS as a proving ground: Own a clearly prioritized segment of ~150 SMB customers (<150 employees) in DACH. The goal isn’t high-touch coverage, but to validate and optimize a truly scalable customer journey
Ensure customers succeed through a digital approach with a human-touch, including leading kickoff calls to explain how our software works and the value it delivers
Automate before adding headcount: Create Digital-CS touchpoints such as automated check-ins, nudges, QBR-light formats, webinars, and office hours to increase consistency and reduce manual work
Turn Planhat into a control system: Define health scores, triggers, segmentation, and playbooks that surface risk early and make expansion signals visible
Run CS like a program: Structure initiatives into workstreams, set goals and KPIs, manage stakeholders, and drive execution from concept to stable operation
Drive cross-functional execution: Work closely with Product, Support, and Sales to translate customer insights into concrete improvements across product, processes, and enablement
Build the blueprint: Document standards, create templates and assets, and lay the foundation for scaling this CS motion into larger segments

What we offer

positive working atmosphere
maximum transparency
communication at eye level
support every step of your personal and professional development

Fulltime

Head of Majors, Customer Success

Location

United Kingdom , London

Salary:

Not provided

360 Resourcing Solutions

Expiration Date

Until further notice

Requirements

Experience in pharmaceutical, life sciences, medical devices industry
Significant senior leadership experience in Customer Success, Account Management or Strategic Accounts within a B2B SaaS, data, analytics or consulting business serving the pharmaceutical industry
Domain knowledge of the global pharma sector — including R&D, clinical development, commercial strategy, market access and competitive intelligence — with credibility in front of senior pharma stakeholders
Demonstrable track record of owning multi-million-pound/dollar ARR portfolios, delivering against NRR, GRR and churn targets in complex, multi-stakeholder enterprise accounts
Proven success leading, scaling and developing CS teams, including hiring, performance management and embedding competency and incentive frameworks
Strong commercial acumen with the ability to translate client outcomes into renewal and expansion revenue, and to build board-ready narratives supported by data
Excellent executive communication skills, comfortable presenting to and influencing C-suite stakeholders both internally and across global pharma clients
Experience operating within or leading transformation programmes (target operating models, segmentation redesign, churn programmes, customer journey redesign)
Right to work in the UK and ability to work from our London office on a hybrid basis

Job Responsibility

Own renewal rate targets across the Majors portfolio, with full accountability for the renewal pipeline and at-risk book
Partner with Sales and Commercial Operations to identify and convert white-space expansion opportunities across our healthcare product suite
Lead executive-level account planning, QBRs and steering committees with C-suite and senior R&D, commercial and CI stakeholders inside global pharma
Lead, coach and develop a team of Senior CSMs and CSMs covering Top 75 and other strategic accounts
raise the bar on pharma domain expertise and consultative engagement
Embed the CS competency framework, leaderboard and bonus model (VRR, Volume Renewal Rate and LOR-based) across the Majors team to drive performance and accountability
Define and deliver a best-in-class customer journey for the Majors segment, from onboarding through value realisation, advocacy and renewal
Lead execution of strategic programmes including re-onboarding sprints, churn defence and Voice of Customer initiatives within the Majors book
Act as the senior voice of the Majors customer inside GlobalData Healthcare, feeding insight into Product, Analyst, Marketing and Consulting leadership
Partner with the Head of Global CS to shape the 2–3 year CS vision in the context of AI disruption in pharma intelligence

Fulltime

Customer Success Team Lead

As Customer Success Team Lead, you will own the critical first 12 months of ever...

Location

United Kingdom , Kingston upon Hull

Salary:

Not provided

360 Resourcing Solutions

Expiration Date

Until further notice

Requirements

5+ years in Customer Success or Onboarding, with experience designing scalable onboarding programmes
Proven track record of improving early-stage retention and product adoption in a B2B SaaS or data environment
Experience managing and developing Customer Success or onboarding teams
Strong analytical capability, including forecasting, cohort analysis and usage tracking
Excellent project management skills with the ability to manage multiple priorities

Job Responsibility

Onboarding Programme Design & Delivery
1st Year Renewal Ownership
Usage Engagement & Value Realisation
Team Leadership & Operations

What we offer

health
finances
fitness
travel
tech
more

Fulltime

Senior Customer Success Executive

Location

United States , New York City

Salary:

80000.00 GBP / Year

360 Resourcing Solutions

Expiration Date

Until further notice

Requirements

Demonstrable experience in a customer success role managing a portfolio of B2B accounts, ideally in a SaaS, data, or intelligence business
Track record of driving adoption and retention outcomes across a mid-market or SMB account portfolio
Experience building multi-threaded stakeholder relationships including engagement at Director level
Strong commercial awareness — understands the link between CS activity and ARR outcomes, and acts accordingly
Experience designing and delivering use-case based training tailored to specific customer workflows and objectives
Evidence of contributing to team capability — mentoring, playbook development, or process improvement

Job Responsibility

Manage a portfolio of mid-market pharma accounts from onboarding through pre-renewal, owning adoption and account health
Develop and execute account-specific adoption plans to drive sustained platform engagement
Identify adoption gaps and expand usage through new use cases, users, and workflows
Build and leverage internal champions to increase engagement and reduce reliance on single contacts
Deliver tailored, use-case-driven training aligned to customers' therapeutic and business priorities
Maintain a clear commercial lens across your portfolio — understand each account's ARR, renewal timeline, budget cycle, and strategic importance
Build the renewal case from day one: document value delivered, track adoption milestones, and ensure the customer has a clear ROI narrative before the commercial window opens
Brief your AM on account health, risk signals, and expansion opportunities with the depth and specificity they need to act - not just status updates
Identify expansion signals proactively - new teams, new therapeutic areas, new decision-makers entering the account - and ensure your AM can convert them
Support at-risk renewal situations by designing and executing intervention plans alongside your AM

Fulltime

Senior Customer Success Executive

The Senior Customer Success Executive — Mid-Market owns a portfolio of mid-marke...

Location

United Kingdom , London

Salary:

Not provided

360 Resourcing Solutions

Expiration Date

Until further notice

Requirements

Demonstrable experience in a customer success role managing a portfolio of B2B accounts, ideally in a SaaS, data, or intelligence business
Track record of driving adoption and retention outcomes across a mid-market or SMB account portfolio
Experience building multi-threaded stakeholder relationships including engagement at Director level
Strong commercial awareness — understands the link between CS activity and ARR outcomes, and acts accordingly
Experience designing and delivering use-case based training tailored to specific customer workflows and objectives
Evidence of contributing to team capability — mentoring, playbook development, or process improvement

Job Responsibility

Own a portfolio of mid-market pharma accounts end-to-end — from onboarding through to pre-renewal handoff — with full accountability for health and adoption outcomes
Design and execute account-specific adoption strategies that go beyond initial training to drive sustained, deepening platform use across teams and use cases
Identify adoption ceilings within accounts and develop targeted programmes to break through them — new use cases, new user cohorts, new workflows
Build and activate internal champions to scale your reach within accounts and reduce single-point-of-contact dependency
Deliver use-case based training that speaks directly to the customer's therapeutic priorities and business objectives — not a product catalogue
Maintain a clear commercial lens across your portfolio — understand each account's ARR, renewal timeline, budget cycle, and strategic importance
Build the renewal case from day one: document value delivered, track adoption milestones, and ensure the customer has a clear ROI narrative before the commercial window opens
Brief your AM on account health, risk signals, and expansion opportunities with the depth and specificity they need to act — not just status updates
Identify expansion signals proactively — new teams, new therapeutic areas, new decision-makers entering the account — and ensure your AM can convert them
Support at-risk renewal situations by designing and executing intervention plans alongside your AM

Fulltime

Customer Operations Specialist

We are looking for a dedicated and detail-oriented Customer Operations Specialis...

Location

United Kingdom , London

Salary:

Not provided

360 Resourcing Solutions

Expiration Date

Until further notice

Requirements

2+ years of experience administering a Customer Success platform, e.g. Planhat, Vitally, Churn Zero, Gainsight. Or Salesforce or Hubspot.
Ability to translate business requirements into technical configurations.
Experience with data management, integration, and maintaining data integrity.

Job Responsibility

Act as the first point of contact for all internal queries related to customer operations tools submitted via Freshdesk relating to customer operations processes
Triage, categorise, and prioritise incoming tickets, ensuring accurate categorising of queries
Respond to and resolve tickets within agreed SLA timeframes, maintaining a high standard of communication
Troubleshoot and resolve queries independently using available documentation, internal knowledge, and system understanding
Escalate complex, technical, or high-impact issues to the Customer Operations Manager, providing clear context, investigation notes, and recommended next steps
Support onboarding of new internal users, including assisting with group training sessions and running 1:1 training sessions
Create and update Knowledge Hub articles, FAQs, and troubleshooting guides based on common queries and recurring issues
Assist in developing training materials such as step-by-step guides, process documentation, and quick-reference resources
Identify inefficiencies in workflows or recurring support issues and suggest improvements to processes, documentation, or system usage
Support data accuracy and consistency with all systems by following best practices and highlighting discrepancies

Fulltime

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Customer Success Operations Manager (Planhat)

Job Description

Job Responsibility

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