Customer Success Ops Manager

Adthena Limited

Job Overview

Location

UK I EU (Remote)

Job Type

Full-time

Full Job Description

📋 Description

• Own the design, integration, and optimization of Adthena’s Customer Success tech stack, including Planhat, Salesforce, Pendo, and Fluint, to create a unified, proactive system that drives action rather than manual effort.
• Audit and simplify existing Planhat configurations that have become overly complex, reducing redundancy and improving adoption across Customer Success and Account Management teams.
• Build automated alerting systems and proactive playbooks within Planhat that surface customer health risks and expansion opportunities without requiring manual data checks.
• Design and iterate Adthena’s customer health score to reflect leading indicators of churn and expansion, ensuring it is actionable, trusted, and understood by all CSMs and AMs.
• Transition the Customer Success model from high-touch to scalable low-touch or tech-touch delivery by defining customer segmentation criteria, automation thresholds, and operational workflows.
• Evaluate and implement AI-native and automation tools (e.g., workflow platforms like Zapier or Make, LLM-assisted nudges) to reduce manual tasks and enhance scalability without adding headcount.
• Partner with RevOps, Marketing Operations, and the Commercial Platform Executive to align data flows and ensure consistency across GTM functions.
• Build and maintain real-time dashboards that provide CSMs, AMs, and CS leadership with visibility into portfolio health, engagement trends, renewal forecasts, and commercial risk.
• Produce accurate, standardized reporting on core CS metrics including GRR, NRR, time to value, onboarding completion, and health score movement to support business reviews and strategic planning.
• Surface expansion signals in Planhat by identifying feature gaps and untapped product usage to enable timely upsell conversations by Account Managers.
• Document, standardize, and drive adoption of core CS processes: objectives capture, value tracking, renewal workflows, and risk escalation procedures.
• Act as the internal SME for CS tooling—training teams, troubleshooting issues, managing platform updates, and ensuring smooth adoption of new workflows.
• Collaborate with the Customer Enablement Manager to align training and onboarding infrastructure with the shift toward lower-touch customer delivery models.
• Identify manual processes across CS operations and automate them using AI and workflow tools, ensuring solutions are pragmatic and adopted by end users.
• Track and report on customer health trends across the base to inform CS strategy, product feedback, and retention forecasting.
• Maintain strict data hygiene standards across all CS platforms to ensure reliability and trust in insights.
• Own the roadmap and internal business case for transitioning to a low-touch CS model, including defining success metrics, milestones, and adoption benchmarks.
• Enable the Customer Success team to operate at scale by removing friction in systems, reducing administrative overhead, and empowering teams with data-driven guidance.

🎯 Requirements

• 3+ years in a CS Ops, RevOps, or Customer Operations role within a B2B SaaS business
• Hands-on experience with Planhat, Gainsight, or a comparable CS platform at a configuration and administration level; Planhat experience or certification strongly preferred
• Proven experience connecting CS platforms with Salesforce, product analytics tools (e.g., Pendo, Mixpanel), and other data sources to create unified customer views
• Experience helping a CS team transition from a high-touch model toward a low-touch or tech-touch delivery model, including tooling, segmentation, and process design
• Strong working knowledge of CS metrics (GRR, NRR, health scoring, churn forecasting); ability to build and maintain dashboards and produce reliable reporting
• Practical experience using automation and AI tools (e.g., Zapier, Make, LLM-based tooling) to reduce manual effort in CS operations; ability to critically evaluate and implement these tools

🏖️ Benefits

• Trust-Based Vacation: Take as much time off as you need, when you need it
• Stock Options: Share in the company’s growth as it scales
• Remote-First: 52% of employees work fully remote; hybrid options available at London, Austin, or Sydney Geohubs
• Home Office Stipend: $200 for your ideal remote setup
• Family Care Package: Up to 6 months fully paid maternity leave and 2 months paternity leave
• Monthly Hackdays & Training Days: Dedicated time for innovation and skill development

Skills & Technologies

Remote

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Adthena Limited

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About Adthena Limited

Adthena is a leading global intelligence platform that helps businesses understand and navigate the competitive digital advertising landscape. Leveraging advanced AI and machine learning, Adthena provides actionable insights into market trends, competitor strategies, and audience behavior. Their platform offers comprehensive market intelligence, including search, display, and social advertising data, enabling clients to optimize their advertising spend, identify new opportunities, and gain a significant competitive advantage. Adthena serves a wide range of industries, empowering brands, agencies, and publishers to make data-driven decisions and achieve superior campaign performance in the complex digital ecosystem.

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