Customer Success Operations Manager

We are looking for a hands-on, results-driven Customer Success Operations Manager to join our team. This role is critical in driving operational excellence, building and scaling our customer journey and ensuring our team has the systems, data, and processes needed to deliver value and exceptional customer outcomes. You will be the primary owner and administrator of Planhat, our central Customer Success platform, and will work cross-functionally to improve data quality, streamline workflows and create internal efficiencies by working smarter, not harder. You will design, build, and maintain the Planhat environment and its related workflows, enabling value for customers across their post sales journey with us. This is a high-impact role for someone who thrives in both strategic thinking and detailed execution and who can operate independently with minimal supervision while delivering high-quality work on time. To succeed, you must have proven experience designing and implementing Planhat (or a similar CS platform such as Gainsight or ChurnZero) in ways that drive meaningful organisational transformation. You bring strong knowledge of customer success, along with experience in project management and process optimisation. You are passionate about creating efficiencies through data, and technology, a fast learner, detail-oriented and a critical thinker who uses data and tooling to solve business problems and drive efficiency. Ultimately, you will help take our platform to the next level by enhancing the existing architecture and advancing our Planhat environment across Customer Success and beyond.