Customer Success Operations LeadVerified as a real position

Who we’re looking for

• Experience in Customer Success Operations (preferable), Revenue/Business Operations, Analytics or a similar role in a B2B or B2B2C environment
• Proven experience with Customer Success/RevOps metrics and reporting (e.g. churn, retention, NRR/GRR, product usage, health scores)
• Hands-on experience with CRM systems (e.g. Microsoft Dynamics, Salesforce, or similar); experience with Customer Success tooling or BI tools is a strong advantage
• Strong analytical skills; comfortable working with data, building reports, and drawing clear conclusions (technical experience with BI tools and/or basic SQL is a plus)
• Experience translating business requirements into workflows, dashboards, and system changes
• Nice to have: Bachelor’s or Master’s degree in Business, Economics, Engineering, Analytics, or a related field

What you’ll do

• Support the design and maintenance of the Customer Success engine / KPI framework (e.g. churn, retention, health scores, product adoption, onboarding progress), in line with CS leadership
• Build, maintain, and continuously improve dashboards and reports for CS leadership, Retention, country/local office teams and individual CSRs
• Ensure clear and consistent metric definitions, data sources and calculation logic
• Prepare regular and ad-hoc reports on customer performance to support business reviews and decision making
• Act as a key CS Ops specialist within CRM / BI / CS platforms for Customer Success data, fields and workflows
• Configure and optimize workflows, automations, alerts and tasks that enable proactive Customer Success and retention activities
• Collaborate with Data/BI, IT and Operations to secure reliable and high-quality data (e.g. account hierarchy, contracts, revenue, usage, segmentation).
• Translate CS/Retention strategies into practical processes and operating procedures across the customer lifecycle (onboarding, adoption, value, risk, renewal, expansion, win-back)
• Co-create and maintain standard playbooks with the Customer Care Manager, Customer Success Lead and Retention Lead (e.g. for high-risk customers, low usage, expansion opportunities)
• Gather feedback from users and contribute to continuous improvement of CS processes
• Analyze customer and CS data (e.g. churn reasons, usage patterns, retention trends) and provide insightful summaries and recommendations to CS and Retention leaders
• Support the preparation of renewal/churn risk views and CS performance reports used for commercial forecasting
• Contribute to capacity, engagement model and coverage analysis (customer segmentation, CSR’s portfolio size, touch models) using data and simple models
• Support the Head of Customer Success with OKR tracking and status reporting
• Work closely with key CS team members on CS Ops priorities, roadmap, and governance
• Collaborate with Customer Care / Operations to align handoffs, processes, and data flows between Care and Success
• Engage with Data/BI, IT, Product, Marketing, and Sales on topics related to CS data, tooling, and reporting
• Maintain a CS Ops backlog (enhancements, fixes, new ideas) and help prioritise based on impact and effort
• Monitor adoption and effectiveness of CS tools, reports, and processes, and suggest improvements

About the position

We are looking for an experienced Customer Success Operations Lead to join our HQ Customer Success team. You will support the design, implementation, and optimization of the operational backbone of Customer Success - metrics, reports, processes, and tooling - to help our Customer Success, Retention and Customer Care teams work efficiently and deliver strong customer outcomes across markets. You will report to the Head of Customer Success and work closely with the Customer Success Lead, Retention Lead, and Customer Care Manager. This is a senior individual contributor role, both strategic and hands-on.

Benefits

• Work-Life Balance: Enjoy flexible hours, the option to work from home, 5 weeks of vacation, 3 health days, and an extra day off to celebrate our company’s anniversary.
• Benefits Package: Contribution to flexible benefits (Benefit Plus [https://www.benefitplus.sk/]) that you can use for things like technology, multi-sport card, beauty, sports, travel, health services, or even pension contributions.
• Rewards & Development: Earn up to 1000€ for referring a new colleague, access over 5,000 courses, join online language lessons, and enjoy performance-based bonuses. You’ll also have a personal budget to choose courses or conferences that help you grow professionally.
• Supportive Environment: Take a day off to volunteer, use our free anonymous psychological counseling service, and enjoy access to our company’s products.
• Modern Workplace: Work in a comfortable office with ergonomic furniture, a sunny summer terrace, and plenty of perks like free coffee, tea, and fresh orange juice every day. Our office is pet- and kid-friendly, has no dress code, and offers a discounted on-site restaurant. You can also park nearby at a discounted rate.
• Community & Well-Being: Join in on philanthropy projects, where you can support a charity or non-profit organization of your choice with company-matched donations. Have fun at our team-building events, hackathons, Christmas parties, or summer celebrations.
• Diversity & Inclusion: We’re committed to creating a workplace where everyone feels welcome, with fair recruitment practices that offer opportunities to all.