Customer Success Ops Manager

Role Overview

• Own the systems, processes, and data infrastructure that enable Adthena’s Customer Success and Account Management teams to operate at scale.
• Turn fragmented tooling and reactive workflows into a connected, insight-driven engine that helps CSMs and AMs know where to focus, when to act, and why.
• Audit the current state of Planhat and the data that feeds it from Salesforce, Pendo, and Fluint and map where data is disconnected or duplicated.
• Design and implement an integration architecture in Planhat that creates a single source of truth for customer health, engagement, and commercial data.
• Simplify existing Planhat configuration that has grown overly complex and is limiting adoption.
• Build proactive alerting, build on proactive playbooks and nudge workflows that surface risks and opportunities to CSMs and AMs without manual effort.
• Partner with the Commercial Platform Executive and RevOps Manager to align CS and commercial data flows.
• Maintain clean, reliable data hygiene standards across the CS platform.
• Own the design and iteration of Adthena’s customer health score, ensuring it reflects real leading indicators of churn and expansion risk.
• Move the team from reactive risk management to systematic early-warning processes.
• Build playbooks within Planhat that trigger the right CSM or AM action at the right moment.
• Ensure health data is accessible and meaningful to the whole CS and AM team, not just leadership.
• Track and report on health trends across the customer base to support retention forecasting.
• Design the operational blueprint for a low-touch or no-touch CS tier, including tooling, automation, and intervention thresholds.

Requirements

• 3+ years in a CS Ops, RevOps, or Customer Operations role within a B2B SaaS business
• Hands-on experience with Planhat, Gainsight, or a comparable CS platform at a configuration and administration level. Planhat experience or certification strongly preferred.
• Proven experience connecting CS platforms with Salesforce, product analytics tools (e.g. Pendo, Mixpanel), and other data sources to create unified customer views
• Experience helping a CS team transition from a high-touch model toward a low-touch or tech-touch delivery model, including the tooling, segmentation, and process design required
• Strong working knowledge of CS metrics (GRR, NRR, health scoring, churn forecasting). Able to build and maintain dashboards and produce reliable reporting for CS and executive leadership.
• Practical experience using automation and AI tools to reduce manual effort in CS operations. For example, workflow automation platforms (e.g. Zapier, Make), AI-assisted analytics, or LLM-based tooling. Able to evaluate and implement these critically, not just enthusiastically.
• Comfortable working across Sales, RevOps, Marketing Ops, Product, and CX to align data flows and processes. Able to influence without authority.

Benefits

• Strong Culture: Our quarterly surveys show a 93% average approval rating for company culture, with an overall eNPS of 27.
• Award-Winning Product: US 2025 Search Awards for Best AI Search Software Innovation
• Stock Options: Our employees do incredible work, so as we grow, everyone shares the rewards.
• Trust-Based Vacation: Take as much time off as you need, when you need it.
• Remote-First: 52% of Adthenian’s work fully remote, with others choosing Hybrid Work at our 3 Geohubs (London, Austin, Sydney).
• Flexible Work: Work how and where you do your best, with full autonomy over your day.
• Career Growth: Bespoke training and career development via "Sherpa plans” to guide your growth.
• Monthly Hackdays & Training Days
• Family Care Package: Up to 6 months fully paid maternity leave, and 2 months paternity leave.
• Home Office Stipend: $200 for your ideal remote setup.
• Swag Welcome Gift: $70 credit to grab some merch.
• Birthday Day Off: Celebrate your special day.
• Regular Socials: Summer & Christmas parties, annual and quarterly offsites, monthly meet-ups. See here for more info.
• Volunteer Days: Make a difference with paid volunteer time each quarter. See here for more info.