Customer Success Operations Manager

We're looking for a Customer Success Operations Manager to streamline and scale our post-sale processes, improving customer onboarding, in-app guidance, and retention.

You'll drive automation, enhance reporting, and enable data-driven decisions that boost efficiency across both our Customer Success and off-shore teams. If you're passionate about optimising the customer journey and building systems that deliver measurable impact, we’d love to hear from you.

Main Duties and Responsibilities:

• Standardise Customer Success processes to improve the customer journey post-sale until renewal.
• Increase the effectiveness of customer onboarding through Pendo and other methods.
• Improve in-app guidance to address known frequently asked questions.
• Gather and action feedback and sentiment.
• Improve the customer success playbook.
• Automate workflows for CS and our off-shore team.
• Drive data-backed decision-making by tracking metrics
• Analyse customer data to identify trends and opportunities for improvement.
• Improve the account health indicator.
• Improve reporting to help CS address the at-risk customers.
• Facilitate cross-functional collaboration within the CS Team
• Stay aligned with Research, Product, and Sales Operations.
• KPIs – processes automated; retention; our off-shore team’s performance (cases closed, enablement activities, emails sent, etc.).

Skills and experience

• Demonstrable experience in customer success, operations, or a similar role
• Strong analytical skills with a data-driven approach.
• Impressive communication and interpersonal skills, both in person and remote
• Knowledge of Salesforce/other CRM systems, Pardot, Pendo, user engagement would be highly beneficial
• Some knowledge of the legal sector would be desirable

Person Specification:

• A natural people person who enjoys helping others
• Highly organised
• High level of accuracy and an eye for detail
• Adaptability to work in a fast-paced, evolving environment
• Strong communication skills (listening, written, verbal)

Equal Opportunity Statement

We are committed to fostering and promoting an inclusive professional environment for all of our employees, and we are proud to be an equal opportunity employer. Diversity and inclusion are integral values of Chambers and Partners and are key in our culture. We are committed to providing equal employment opportunities for all qualified individuals regardless of age, disability, race, sex, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. This commitment applies across all of our employment policies and practices, from recruiting and hiring to training and career development. We support our employees through our internal INSPIRE committee with Executive Sponsors, Chairs and Ambassadors throughout the business promoting knowledge and effecting change. As a Disability Confident employer, we will ensure that a fair number of disabled applicants that meet the minimum criteria for this position will be offered an interview.