Own the weekly, monthly and quarterly operating cadence of the Customer team.
Own customer health, adoption, utilisation, retention (GRR and NRR) and delivery metrics end to end.
Find the story in the data, not just report it: spot the account drifting towards risk.
Own professional services economics across the delivery portfolio.
Administer and continually improve the operational toolchain.
Champion a standing mandate to automate every recurring operational workflow with AI tools and agents.
Design, build and operate AI agents in production workflows.
Produce the customer sections of board packs, QBR materials and executive dashboards.

Typically seven or more years in professional services operations, customer success operations or revenue operations within SaaS or AI technology companies.
A builder’s track record: you have built and operationalised the operating model for a post-sales organisation in a scaling, high-growth business.
The right background: an embedded professional services organisation, a management consulting firm, or a sales or revenue operations function with genuine post-sales scope.
Expert-level data analysis: you understand the data, interrogate it and present it.
Hands-on AI capability: you use AI tools and agents as a daily working instrument.
Operational tooling expertise: Expert with Planhat or comparable customer success platforms, PSA tools, and the CRM and finance systems they connect to.
An executive communicator: you turn data into a narrative a leader can act on.
The right instincts for the job: forensic attention to detail, automation over headcount, low ego and high ownership.

Customer Operations Manager

Key skills