Customer Operations Lead

About us:

At Gravity Sketch, we’re revolutionising 3D design by making it accessible, intuitive, and collaborative. Our platform empowers designers across industries—from companies like Ford, Adidas and beyond—to bring ideas to life in an immersive, real-time 3D environment. We're on a mission to help people bring better products to life. 

We are at an exciting stage in our journey as we shift to a product-led growth motion. Our goal is to drive the adoption of our platform by fostering a thriving user community while continuing to partner with the enterprise clients who have joined the journey.

Our Culture

We’re a lean but ambitious team of 50+ spread across the globe. We may be geographically spread out, but we’re tied by our mission to help people bring better products to life! Our focus is on output and getting the work done, not counting the hours you work. We appreciate that everyone has their own optimum setup, so provide flexibility in terms of when and where you get work done. 

Our Values

Force Multiplier

• Make everyone around you better 

• Raise the Bar

• Deliver Results 

Owner mindset

• Hold yourself and others accountable 

• Make every investment as if it were your own 

• Don't let the egg drop 

Resourceful

• Take calculated risks 

• Use what you/we have to deliver the most value

• Stay Hungry 

Curiosity  

• Always be in learning mode

• Go Deep: ask the why/why not

• Explore and have fun

Empathy

• Put yourself in the shoes of your customer  

• Be genuinely caring and respectful

• Act from a place of understanding/longing to understand 
  

Our values are at the heart of our culture, we encourage everyone to experiment, bring new ideas to the table, and challenge one another to arrive at the best solutions for our users.

We work hard, and know how to have fun too; with company trips, socials, sports, gaming sessions and more. We welcome you to share your hobbies with the team so we can all try something new!

Overview

• We’re looking for a passionate and strategic Customer Operations Lead to drive operational excellence and scalable customer engagement at Gravity Sketch. This role is pivotal in ensuring our customers experience maximum value from our product, with a strong focus on process efficiency, training, product support and customer enablement.

• As the Customer Operations Lead, you will lead a team responsible for building and optimising the infrastructure that supports our expanding user base. This includes designing and improving training curricula, certification pathways, self-service resources and our Education program. You’ll also manage a network of freelance consultants and trainers to deliver high-impact customer education at scale.

• This role requires close collaboration with Revenue, Product, and Customer Success teams to ensure customers receive seamless and effective onboarding, training, and support. Additionally, you will own the evolution of customer operations processes, leveraging AI and data-driven insights to drive efficiencies and create scalable solutions for a global audience.
  

The challenge

• At Gravity Sketch, Customer Operations is the backbone of scalable customer success. This role requires building efficient, repeatable processes that ensure customers can quickly adopt and succeed with our product. Balancing high-touch experiences with automation will be key.

• This role is ideal for someone who thrives in fast-paced, high-growth environments, enjoys problem-solving at a strategic and operational level, and is excited about shaping the future of customer enablement at Gravity Sketch.

Responsibilities:

Customer Operations & Process Optimisation

• Develop and implement scalable processes that reduce the need for 1 to 1 customer interactions.

• Establish data-driven methodologies to measure and improve customer engagement and training effectiveness.

• Continuously optimise and improve our Product Support for customers.

Customer Training & Enablement

• Own the development and execution of training curriculums and certification programs that drive product proficiency.

• Lead the creation of self-service resources, including digital content, guides, and learning modules to support customer education.

Building & Managing a Network of Experts

• Establish a global network of certified trainers and consultants, ensuring seamless knowledge transfer and expert-led customer education.

• Develop a structured approach to assigning and managing freelancers, ensuring consistent quality in training delivery.

Cross-Functional Collaboration & Customer Advocacy

• Partner with Revenue, Product, and Design Consulting teams to align on customer success strategies.

• Gather and analyse customer feedback to inform product improvements and enhance user experience.

• Act as a customer advocate, ensuring user needs are reflected in operational and strategic decisions.

Leadership & Team Development

• Manage and mentor the Customer Operations team, ensuring alignment with company vision and operational goals.

• Drive team efficiency by implementing clear workflows, responsibilities, and success metrics.

• Foster a culture of continuous improvement, innovation, and customer-centric thinking.

Managing Self-Service Customer Portfolio

• Oversee a portfolio of self-service customers, ensuring reactive management to support their needs while driving retention.

• Own the renewals and contract processing for self-service accounts, ensuring smooth operations and minimising churn.

• Develop automation and scalable engagement strategies to provide value to smaller accounts without high-touch interactions.

Requirements:

• Experience in customer operations, enablement, or product support within a SaaS, digital design, or product-led environment.

• Extremely operational, past experience in strategic planning and project delivery is a must.

• Proven ability to design, implement, and scale customer process and tools.

• Ability to develop and execute scalable processes to enhance operational efficiency.

• Excellent communication and stakeholder management skills, with the ability to work cross-functionally.

• Strong leadership experience with a track record of managing and developing teams.

• A data-driven mindset, using insights to refine strategies and measure success.

• Creative problem solver with a hands-on approach to execution and optimisation.

Nice to have:

• Able to work from our Brixton studio at least 1-2 days per week.