Global Customer Success Operations Manager

What you will love about Sidetrade and why you should be working here:

Are you interested in joining a fast-growing international company that is a leader in its market? Are you ready to tackle stimulating challenges targeting large enterprises? Passionate about Technology and Global Organizations?

Come and join us! Sidetrade is a global SaaS provider recognized as a Leader by Gartner in its Magic Quadrant. https://go.sidetrade.com/GartnerMagicQuadrant22.html .

You will become a part of a dynamic and collaborative environment, with a customer-focused culture of innovation. You will take an agile approach to high-potential sales in the business field. The role of Global Customer Success Operations Manager at Sidetrade offers an ideal career path for individuals seeking high earning potential and professional growth.

Requirements

As a Global Customer Success Operations Manager, you will support and optimize our Customer Success team globally. This role focuses on driving efficiency, scalability, and insights through process optimization, tool management, and data-driven decision-making.

The CS Ops professional will play a critical role in ensuring the success and growth of our customer base by enabling the team to deliver exceptional experiences. This role could be based in our London or Paris office.

What You'll Be Doing:


Create, refine, and document processes to improve Customer Success workflows and ensure consistency

Track, analyze, and report on key customer metrics, including health scores, churn, and engagement, providing actionable insights to drive outcomes

Own and execute the forecasting of customer retention across all segments and align Customer Success, Sales, Finance, and Executive leadership to risks and trends to retain and grow our customer base

Regularly track KPIs against organizational business goals

Own quarterly churn and downsell analysis, produce trend summaries, and deliverables for churn prevention strategy

Administer and optimize Customer Success tools (e.g., CRM, CSM platforms), ensuring adoption and effective usage by the team

Develop training materials, resources, and playbooks to equip the Customer Success team with tools and best practices

Collaborate with Sales, Marketing, Product, and Support teams to ensure a seamless customer experience and share feedback from the Customer Success team

Support efforts to scale the Customer Success function by implementing automation and self-service resources for customers


What you will bring to the role:

5+ years of experience in Customer Success, Experience, Operations, or a related field, preferably in a SaaS or technology companyStrong understanding of CRM and CSM platforms (e.g., Salesforce, ChurnZero/Client Success) and a track record of tool administration

Analytical mindset with the ability to interpret data, identify trends, and recommend actionable strategies

Experience with BI Tool (Tableau, PowerBI, as with you them for data driven decision making)Expert knowledge of SaaS KPIs and operating metrics

Exceptional organizational and project management skills, with attention to detail

Excellent communication skills, both written and verbal, to facilitate team alignment and knowledge sharingFamiliarity with automation tools and processes to drive scalability is a plus.



At Sidetrade, we cultivate a multicultural environment that fuels innovation. With over 22 nationalities represented, we strongly value diversity, gender equality, inclusivity, and fairness. As an equal opportunity employer, we reject all forms of discrimination and harassment. Your unique contributions are celebrated, driving collective success in our inclusive workplace.

Discover more on www.sidetrade.com

Agencies

Only applications from invited agencies through the Workable portal will be accepted. Unsolicited CVs sent directly to managers or HR will not incur any fees.