Customer Success Operations Specialist

The CS Ops Specialist will be a key member of our Customer Success team, responsible for optimizing the processes, tools, and data that enable our Customer Unit teams to deliver exceptional value to our customers. This role is a blend of analytical thinking, process improvement, and technical support. The ideal candidate will be a proactive problem-solver with a strong understanding of the customer lifecycle and a passion for using data and technology to drive efficiency and effectiveness.

This is a full-time position working from our London office or remotely in the UK (within a commutable distance to the office).

• Process Optimization:
• Maps, analyzes, and documents workflows. Implements incremental improvements and automation opportunities to reduce manual tasks.
• Systems & Tools:
• Responsible for customizing and optimizing systems to enhance the productivity of Customer Unit teams. They ensure data integrity, manage integrations, and provide technical support while creating advanced reports and dashboards to give insight into key customer metrics.
• Data & Analytics:
• Responsible for building and maintaining dashboards and reports to provide insights into key customer success metrics (e.g., churn rate, retention, NPS, product adoption), and independently analyzing and interpreting customer data to refine customer segmentation, develop health scores, and identify opportunities for product improvement and upsell. They also create and automate advanced reports to provide data-driven recommendations to key stakeholders.
• Cross-Functional Collaboration:
• Proactively collaborates with cross-functional teams to coordinate and lead small to medium-sized projects that improve operational efficiency and align with customer success goals. They act as a liaison between departments, using clear communication and problem-solving to ensure all stakeholders are informed and aligned.

• Previous experience in Customer Success Operations, Sales Operations, or a similar analytical/process-oriented role.
• Experience in a B2B SaaS environment.
• Gainsight NXT Administration Certificate and proven experience with Gainsight.
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
• Strong problem-solving skills to resolve issues that affect daily operations.
• Experience with process mapping and improvement methodologies.
• Excellent communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical users.
• Familiarity with data governance and best practices.
• Experience with Salesforce or another CRM system.
• Proficiency in creating dashboards and reports using business intelligence tools (e.g., Tableau, Power BI, Looker) or within CS/CRM platforms.

• Flexible working hours and home office
• Internal shares program (EDPP)
• Regular team events (also remote)
• Modern and stylish office in the heart of London
• Sustainable merch for all employees
• Adverity Social Responsibility Days (+2 days paid off)
• Pension Scheme
• 25 days annual leave (excluding UK public holiday)
• Private health insurance
• Cycle to Work Scheme

Apply now if you are ready to revolutionise the way businesses work with marketing data. We look forward to meeting you!