Own the weekly, monthly and quarterly operating cadence of the Customer team.
Own customer health, adoption, utilisation, retention (GRR and NRR) and delivery metrics.
Find the story in the data; identify risk indicators and delivery patterns.
Administer and improve the operational toolchain, including Planhat and integrations into CRM.
Champion automation of recurring operational workflows with AI tools.
Design, build and operate AI agents in production workflows.

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 in post-sales organisation operating model in a scaling, high-growth business.
Expert-level data analysis; Excel mastery; experience with BI and analytics tools.
Hands-on AI capability, using tools and agents (Claude or comparable).
Operational tooling expertise with Planhat or comparable customer success platforms.

Customer Operations Manager

Key skills