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Customer Success Operations Manager @ Intigriti in London

Intigriti

London
Your mission
As the Customer Success Operations Manager, you will play a crucial role in driving operational excellence and efficiency within our customer success team. You will be responsible for overseeing and optimizing our customer success processes, systems, and data to ensure the delivery of exceptional customer experiences and drive customer success outcomes. This role will be instrumental in supporting our customer success team, identifying areas for improvement, and implementing strategies to enhance overall operational effectiveness.
What you’ll be doing
  • Develop and implement customer success processes and workflows to ensure smooth operations and seamless customer experiences throughout the customer lifecycle.
  • Select, on-board, manage, optimize and maintain our customer success systems and tools, including customer relationship management (CRM) software, customer support platforms, and reporting/analytics tools.
  • Analyze customer success data and trends, including churn assessment/loss review, health scores, and early warning system, to identify opportunities for process enhancements, resource allocation, and customer success program development. Develop forecasts for account health and proactively identify at-risk customers, implementing strategies to mitigate churn and drive customer retention
  • Streamline and automate manual tasks and processes to increase efficiency and scalability, leveraging technology solutions and best practices.
  • Provide training, guidance, and support to the customer success team on operational processes, tools, and systems.
  • Collaborate with the sales operations team to ensure seamless transitions from sales to customer success, ensuring accurate and timely handover of customer information and expectations.
What you’ll bring
  • Minimum of 3 years of experience in customer success operations, customer success management, or related roles within a B2B enterprise or SaaS software environment.
  • Strong analytical and problem-solving skills, with the ability to leverage data to identify trends, diagnose issues, and drive actionable insights.
  • Proven experience in optimizing and managing customer success processes, workflows, and systems, including CRM platforms (e.g., Planhat, Salesforce, HubSpot) and customer support tools.
  • Excellent project management skills, with the ability to handle multiple initiatives and prioritize effectively in a fast-paced environment.
  • Advanced proficiency in data analysis and reporting, using tools such as Excel, Tableau, or similar platforms.
  • Strong interpersonal and communication skills, with the ability to collaborate effectively across teams and influence stakeholders at various levels.
What is in it for you?
✅ Competitive salary (and discretionary bonus)
⏰ 26 days of annual leave and Bank Holidays
⭐ Top-notch Private Healthcare and Health Cash Plan
⭕ Hybrid working model
☕ Initial home office budget
✈️ 1-month work abroad policy
✍ Great training and yearly learning budget
⌛ Employer pension scheme
⛹ Social activities and team outings
✨ Referral bonus
❓ Employee Assistance Program
⚡ Great hardware and access to the best tools to be successful in your role
☎️ Mobile subscription contribution
Why join us?
Here are some great benefits of joining our team:

  • Cybersecurity is a great place to be! The security industry is fast-paced and continues to grow even during times of economic uncertainty.
  • We provide a clear career path and learning budget to help set you up for success.
  • Join a company that’s making a real impact. In addition to our sustainability goals, we empower ethical hackers from all backgrounds to earn a living.
  • Be yourself! Our international team celebrates individuality and places a strong focus on diversity and inclusion.
  • We are the proud winners of the Deloitte Rising Star award in 2020 and the Deloitte Fast 50 award in 2021.
  • We’re backed by top investors who are enabling us to grow internationally.
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About us
Intigriti is a rapidly expanding cybersecurity company specializing in crowdsourced security services to help organizations protect themselves from cybercrime.

Our industry-leading bug bounty platform enables companies to tap into our global community of 70,000 ethical hackers, who use their expertise to find and report vulnerabilities that may otherwise have gone unnoticed.

More than 200 organizations, including Intel, Yahoo, and Red Bull, trust our platform to reduce the risk of cyber-attacks and data breaches. With cybersecurity becoming an increasingly important issue, our complementary security testing services have been designed to help companies of all sizes keep their digital assets secure.

Founded in 2016, Intigriti now has a global team of 100+ employees spread across Belgium, the United Kingdom, the Netherlands, and South Africa. And with the backing of our recent Series B Funding, we’re planning on taking our growth to the next level.

Are you ready to jump onboard the rocket ship?

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