Customer Success Operations Manager

What we do:

Zero100 is a membership-based intelligence company that connects, informs, and inspires the world's most influential C-Level Operations & Supply Chain Officers - and their teams - to unlock the true potential of the AI and Digital Revolution. Our members use Zero100's research and advisory services to shape their supply chain strategies, and they harness the power of our community to expand their thinking, challenge their assumptions, and accelerate progress on their most important digitization and decarbonization initiatives. Headquartered in London, Zero100’s members include Nike, Walmart, Unilever, Pfizer, Google, Honeywell, General Motors, and many others.

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What you will do:

Note that this is a primarily office-based role (4 days per week).

The Customer Success Operations Manager will be the operational backbone of our Customer Engagement team, responsible for developing the seamless business processes that drive customer success and owning our Customer Success tech stack—primarily our Customer Success Management (CSM) platform, Planhat. The role will sit within the Product team, partnering closely with the Customer Engagement, Research, and Sales teams as well as with our Salesforce CRM Admin.

We are looking for a self-starter who is passionate about operational excellence and using data to drive positive customer outcomes. You are comfortable adapting within a rapidly changing business environment and working in a highly collaborative setting with a diverse, geographically spread group of stakeholders. Beyond the day job, we are looking for candidates who share our enthusiasm about the potential for Zero100 to have a positive impact on the supply chain profession and (more broadly) the planet.

Key Responsibilities:

• Platform Ownership & Optimization: Continuously enhance the back-end structure and front-end interface of our Planhat customer success management tool. Responsible for platform architecture, custom field management, automation development, and system stability and reliability.
• Account Health & Analytics: Track and monitor customer outcomes at scale and present data-backed insights and recommendations for how we can continually improve our member experience to leadership.
• Reporting & Data Visualization: Continually develop our reporting capabilities to meet stakeholder requirements. Create dashboards that drive data-informed and proactive customer success decisions.
• Process Documentation & Enablement: Maintain and improve all Customer Engagement team enablement materials, including the Account Management Playbook and Planhat Standard Operating Procedures (SOPs). Ensure documentation remains current and accessible.
• Training & Adoption: Lead onboarding for new Planhat users and ongoing training for new Planhat features and functionalities across user teams. Monitor adoption and provide day-to-day support to maximize platform utilization and effectiveness.
• Bridging Business Needs & Technical Solutions: Partner with stakeholders to translate business requirements into scalable platform solutions. Evaluate, prioritize, and implement new feature requests, driving initiatives forward across remote teams through clear communication and effective project management.

Requirements:

• Experience owning and administering a core business system (e.g. a Customer Success Platform, CRM, Marketing Automation tool) from a product or operations perspective.
• Strong analytical and problem-solving skills with experience in developing customer success metrics and account health scoring.
• Proven ability to build and maintain reporting systems and data visualizations.
• Excellent communication skills, including experience training teams on new tools and processes.
• Experience managing stakeholder requests and prioritizing competing demands across cross-functional teams.
• A strong interest in AI and automation (e.g. low-code tools and process design).
• Ability to identify risks and benefits of potential platform configurations and to devise creative solutions to mitigate risks.
• Ambition to make a long-lasting positive impact on customer success outcomes.
• Curiosity, adaptability, and a willingness to learn and experiment in a fast-paced environment.

Preferred Qualifications:

• Previous experience with Planhat or similar customer success platforms.
• Familiarity with CRM systems.
• Understanding of subscription business models and customer lifecycle management.
• Background in revenue operations, customer success, or account management.
• Experience working in a start-up and/or scale-up environment.

• Competitive salary and bonus scheme
• Unlimited holidays
• Private healthcare & life insurance
• Enhanced pension
• Enhanced Parental Leave Policy
• Custom-designed offices in central London with free breakfasts & snacks