Customer Operations Manager, SaaS

Responsibilities

• Structure, optimize and industrialize all customer operations
• Contribute to the continuous improvement of service quality
• Drive customer activation and retention, and enhance team effectiveness
• Ensure ownership of processes, tools and execution quality
• Centralize and analyze customer feedback
• Produce recommendations for Product and Marketing teams
• Administer and optimize support and customer relationship tools
• Train Customer Success teams on processes and tools

Qualifications

• Minimum 5 years' experience in a similar role
• Prior experience at a SaaS vendor is required
• Strong ability to structure and improve customer operations
• Proficiency with support tools, CRM and automation platforms
• Excellent organizational and interpersonal skills
• Ability to work cross-functionally
• Data-driven with a focus on KPI-based management