Customer Operations Lead

Hello, we’re ScreenCloud!

Founded in 2015 and with 10,000+ customers around the globe, ScreenCloud is a cloud-based SaaS company, employing over 100 people in our Bangkok, Belfast, LA, Charlotte and London hubs.

At ScreenCloud, we’re hard at work helping businesses to make stronger connections at scale, and with those who are most important to them; their employees & their customers. By using the screens on their walls & the content in their systems, we enable the sales, productivity & engagement that keep our customers’ businesses thriving.

We’re very proud of our product and we’re also incredibly proud of our people. It’s our ‘ScreenClouders’ and the culture they nurture that will take us where other companies just can’t go. So if you’re someone looking to join a team of talented individuals, apply below!

The Role

We’re looking for a Customer Success Operations Lead to join our growing Revenue Operations team.

You'll work closely with the rest of the RevOps team to support our Customer Success function with the tools, insights, and processes they need to support and scale our customer base effectively.

This is a hands-on role ideal for someone who enjoys being detail-oriented – refining processes, building & interpreting reports, and ensuring the right data flows to the right people at the right time. You’ll be the go-to for the CS team on all things operations and data. You’ll help shape the customer journey through insights, process improvements and systems thinking.

Responsibilities

• Manage the tech stack used by the CS team (i.e. CSP, CRM, BI tools)
• Design, build and maintain dashboards and reports to track customer health, revenue, retention, onboarding, and renewal metrics
• Work with CS leadership to identify process gaps and propose scalable solutions
• Ensure data hygiene and accuracy across CS touchpoints
• Support monthly and quarterly reporting processes, including decks and insights for leadership
• Monitor the lead flows coming in and out of the CS team and ensure alignment with Sales and Marketing
• Collaborate with the Marketing and Sales Ops teams on cross-functional projects like onboarding journeys, renewal workflows, and lifecycle stages
• Participate in evaluating and rolling out new tools or system improvements
• Document workflows and support with knowledge sharing across the team
• Identify opportunities to leverage AI across the CS function, driving efficiencies in workflows, forecasting, and customer engagement strategies

Requirements

• A strong understanding of the customer success function, including terminology, core metrics, key playbooks and general workflows required.
• Previous experience in a CS Operations, Revenue Operations or Business Operations role (ideally in SaaS)
• A good grasp of Salesforce (reporting, dashboards, data structure), CSPs, or similar tools
• Strong analytical skills – confident with data wrangling, reporting, and turning insight into action
• Process Driven: you spot inefficiencies and are always looking to improve how things run
• Confident communicator who can work cross-functionally and partner with different stakeholders
• Proficient in leveraging AI tools (e.g. for data analysis, process automation, or content generation) to drive efficiency and scale in CS operations
• Someone proactive, detail-oriented, and enjoys making order out of “chaos”
• Comfortable juggling multiple projects and priorities in a fast-paced environment
• Bonus Skills
• Experience with Tableau, Power BI, Looker or other BI tools
• Familiarity with customer lifecycle frameworks or success metrics
• Exposure to systems integration or automation workflows
• Understanding of onboarding journeys or playbook development in CS tools

Interview Process and Experience

Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At ScreenCloud, we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles! If you require any reasonable adjustments, please let our friendly recruitment team know.

Key Info

👩 🏫 Typical Process: Intro to ScreenCloud - Meet the Hiring Manager - Challenge - Final

🏡 Hybrid Friendly Working: 2-3 days in Office

✨ Flexi-Hours: We don’t follow the strict 9-5 here, we trust you to execute your role to the highest standard whilst being able to make time for the things you love!

Benefits

Unlimited annual leave

Hybrid-friendly working

Working from home fund

Flexible working hours

Pension scheme

Share in success scheme

Cycle to work scheme

Retail discounts

Enhanced parental leave

Personal development fund

Westfield Health cash plan

Free annual flu vaccine

Our Values

At ScreenCloud our values are core, this means they are the starting point - they underpin everything we do and enable a culture we can be proud of, both internally and externally.

🤲Trust & Transparency

🦁 Unconventional & Brave

💪 Integrity

📚Continuous Learning & Development