Customer Success Operations Manager, EMEA

Responsibilities

• Partner with Global Operations to define and maintain consistent processes and standards across EMEA.
• Establish and govern the Customer Experience operating rhythm, including Get Well Plans, Account Reviews, Path to Green reviews, and leader cadences.
• Own and optimize the EMEA Customer First Management System across KPIs, standards, and operating cadences.
• Improve handoffs and alignment between Sales, Renewals, Support, Professional Services, and Customer Success.
• Maintain visibility across the customer lifecycle, from purchase and planning through advocacy.
• Oversee regional Get Well Plans and track churn dollars saved to transition at-risk segments back to health.
• Drive adoption of leading metrics, including stakeholder expansion, outcome attainment, customer health, and lead pass generation.
• Evaluate operational experiments, optimize workflows, and scale successful methodologies.
• Prepare and lead monthly and quarterly business reviews for regional and global stakeholders.
• Own the quality, freshness, and accuracy of internal documentation, playbooks, customer asset standards, and operational frameworks.
• Support capacity and coverage planning for priority accounts.

Requirements

• Experience and demonstrated success in go-to-market operations, customer success operations, or revenue operations, preferably in a SaaS and enterprise business model.
• Exceptional analytical and quantitative skills, with the ability to make sound decisions from complex data.
• Deep understanding of the end-to-end customer journey, enterprise software lifecycle, and business outcome attainment.
• Strong proficiency with AI tools and applications for operational efficiency, process automation, and data analysis.
• Excellent written and verbal communication and cross-functional collaboration skills.
• Growth mindset and experience with continuous improvement, change management, and high-growth environments.
• Exceptional attention to detail, particularly in data hygiene, governance, and operational rigor.
• Deep experience with CRM and customer success platforms such as Salesforce and Gainsight, as well as data visualization and reporting tools.
• Experience evaluating operational experiments and applying successful learnings to optimize workflows.
• Ability to work effectively with global and local stakeholders.

Compensation and Benefits

• Annual base salary in Ireland: €80,000–€110,000 EUR.
• Equity, where applicable, bonus, comprehensive healthcare coverage, paid time off, and parental leave may be available in accordance with applicable plans and policies.