Senior Customer Success Operations

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Supermetrics

πŸ“Remote - Finland

Summary

Join Supermetrics as a Senior Customer Success Operations professional and contribute to the scaling of Customer Success in a global SaaS company. You will manage tooling, processes, and systems strategy, directly impacting customer experience and retention. This role involves system and data management, ensuring data integrity and consistency across Customer Success systems. You will own the business systems supporting CS operations, implement and evolve the CS tooling roadmap, and prioritize enhancements based on business impact. Furthermore, you will partner with stakeholders to identify process gaps and automation opportunities, roll out new UI features, and maintain key business processes. This position requires strong communication, stakeholder management, and problem-solving skills.

Requirements

  • 3+ years of experience in CS operations, Revenue Operations, or Business Systems in a SaaS or B2B environment
  • Proficient understanding of Customer Success tools and processes
  • Practical knowledge of platforms such as Salesforce, Intercom, Freshdesk, EverAfter, or equivalent systems
  • Skilled in managing system ownership, tech stack strategy, or tooling optimization
  • Effective communication and stakeholder management skills across technical and non-technical audiences
  • A structured, motivated, and detail-oriented approach to problem solving
  • The ability to balance technical depth with business acumen

Responsibilities

  • Be the specialist in systems and processes supporting our Customer Success function
  • Own tooling, data quality, and process optimization that help scale CS effectiveness and deliver ROI
  • Ensure data integrity and consistency across CS systems in collaboration with the Salesforce team
  • Monitor and maintain Customer for Life (C4L) models and CSM book structures, including execution, assignment, and headcount changes
  • Ensure commercial data entry aligns with our data model and business logic
  • Own the business systems supporting CS operations (e.g. EverAfter, Intercom, Freshdesk, UpdateAI, or similar)
  • Implement and evolve the CS tooling roadmap, prioritizing enhancements based on business impact
  • Track tool usage and performance, optimize ROI, and ensure the stack supports evolving business needs
  • Manage the intake, evaluation, and procurement process for new CS technologies in collaboration with internal stakeholders
  • Partner with RevTech Business Partners and the CRM team to identify process gaps and automation opportunities
  • Support alignment of CS processes across systems and help in solution architecture decisions
  • Roll out new UI features and ensure smooth adoption across the CS team
  • Maintain and improve key business processes on a regular cadence
  • Act as the main point of contact for system updates and technical changes affecting CS teams
  • Bring forward business requirements to the RevTech lead derived from discussions with stakeholders
  • Maintain up-to-date documentation in Confluence, including systems, processes, and playbooks
  • Coordinate internal RevTech support efforts for Customer Success systems
  • Contribute to annual CS tooling budgeting and roadmap planning
  • Ensure initiative prioritization is aligned with the CRM team and broader RevOps strategy

Benefits

  • An attractive salary package that includes equity options
  • Great work equipment, and home office allowance for those working in our fully remote locations
  • Health care benefits and leisure time insurance
  • Annual 1000 euros of personal learning budget
  • Sports and wellbeing allowance

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