Senior Customer Success Operations Specialist

Summary

Join Supermetrics as a Senior Customer Success Operations (Revenue Technology) professional and contribute to the scaling of Customer Success in a global SaaS company. Based in Helsinki, Dublin, Poland, or the UK (fully remote options available), you will be responsible for managing tooling, processes, and systems strategy impacting customer experience and retention. Your key responsibilities include owning the Customer Success tech stack strategy, ensuring data integrity, monitoring system performance, collaborating with cross-functional teams, and improving key business processes. This role requires 3+ years of experience in CS operations, Revenue Operations, or Business Systems within a SaaS or B2B environment, along with proficiency in Customer Success tools and processes. The ideal candidate will possess strong communication, stakeholder management, and problem-solving skills. Supermetrics offers an attractive salary package, equity options, great work equipment, healthcare benefits, a personal learning budget, and sports and well-being allowances.

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
• Own and evolve the Customer Success tech stack strategy, including tools like EverAfter, Intercom, Freshdesk, and UpdateAI. Oversee roadmap development, system ownership, and annual budgeting to ensure tools are optimized for scale and business impact
• Ensure data integrity and consistency across CS systems in close collaboration with the Salesforce team. Maintain accurate CSM book structures and Customer for Life (C4L) models, including execution, assignment, and headcount alignment
• Monitor system performance and ROI, and manage the intake, evaluation, and procurement of new technologies that support evolving business needs
• Collaborate with RevTech Business Partners and the CRM team to identify process gaps, implement automation, and support solution architecture decisions across CS systems
• Manage and continuously improve key business processes, ensuring operational efficiency and scalability. Roll out new UI features and facilitate their smooth adoption across the CS team
• Act as the primary point of contact for technical updates and tool changes affecting the Customer Success organization. Identify and communicate business needs and system requirements to the RevTech lead
• Maintain clear and up-to-date documentation of systems, processes, and playbooks in Confluence to support transparency, onboarding, and operational consistency

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
• An annual 1000 euros of personal learning budget
• Sports and well-being allowance