Customer Success Operations Manager

About Us

Cloudsmith is the world’s most powerful artifact management platform. Software organizations of all sizes use Cloudsmith to protect and manage their software supply chain. Running at cloud scale in a multi-tenant software-as-a-service (SaaS) model, Cloudsmith hosts repositories that proxy and cache public open-source software (OSS) indexes, providing a platform that organizations can use to scan artifacts for security vulnerabilities, licensing issues, and malware, as well as implement policies that govern the use of artifacts and act as a dependency firewall. We support over 30 formats, with broad support for languages, containers, and operating system libraries. Cloudsmith is built for the enterprise, supporting modern security protocols and providing advanced features for observability, integration, and orchestration. Customers use Cloudsmith as part of their CI/CD build chain, as well as for developer-native distribution of their own artifacts and binaries to end-customers.

We help our customers manage and secure their software supply chain, and improve their developer experience. We are by developers, for developers. Our culture operates with openness and transparency, driven by our ambition to build a great company. We enjoy working with great people and customers. We learn, support one another, and we’re growing. Now is a great time to join us.

About the Role / What you'll be doing

As a Customer Success Operations Manager you will play a crucial role in ensuring the smooth and efficient operations of the Customer Success team. This role is responsible for supporting processes, tools, and systems that drive productivity, customer engagement, and overall team performance. The ideal candidate will collaborate with the Senior Director of Customer Success, andcross-functional teams within the team to streamline workflows, analyse customer data, and optimise the Customer Success lifecycle.

Responsibilities include:

• Process Optimisation: Work closely with the Customer Success team to define, document, and optimise processes.
• Tool Management: Manage and maintain Customer Success tools (e.g. customer engagement and support tools), ensuring they are fully leveraged and aligned with team objectives
• Reporting & Analytics: Create and maintain dashboards, reports, and measurements to track customer health, team performance, and other success metrics.
• Customer Data Management: Ensure the accuracy and completeness of customer data within systems to enable better decision-making and customer experience.
• Project Management: Support the implementation of new processes, tools, and strategies to improve the effectiveness of the Customer Success team.
• Training & Documentation: Assist in training Customer Success Managers (CSMs) on operational tools and create documentation for best practices.

Who Should Apply / What skills & Experience you need

• 2-4 years in a Customer Success, operations, or similar role
• Proficient witha varietytools includingSalesforce, Zendesk, AWS, and Incident.io
• Strong analytical skills with experience in creating reports and analysing data to drive decision-making.
• Ability to work in a fast-paced environment with a strong focus on problem-solving and execution.
• Excellent communication skills, capable of navigating both technical and non-technical conversations with stakeholders at all levels
• Project management experience is a plus.

In short you are:

• Highly skilled
• Creative
• Hands-on
• Adaptable
• Detail-oriented
• Fast

Benefits:

• Competitive Salary and Equity Package
• Comprehensive Health, Dental, and Vision Insurance
• Generous Annual Leave and Flexible Working Policies
• Professional Development Budget for Conferences and Training
• Dynamic, Innovative, and Supportive Work Environment

Health and Wellness

Regardless of your location, we deeply care about the health and wellness of our staff and their families; a sustainable pace is important to us. In addition to generous annual leave (PTO), we offer parental leave and health benefits that can cover you and your dependents up to 100%. We also offer flexible family-friendly working policies.

Personal Growth

You will have an enormous scope to learn new skills alongside your colleagues, and your continued professional development is essential to us because it's important to you. We will support you with budgets for equipment, training, books, conferences, travel, and certifications. The more powerful you become, the better for all of us.

Hybrid Work

Cloudsmith is based in Belfast, and we use out HQ regularly for activities like bi-weekly development review sessions and operations team in-office days. We also hold all-hands offsites in Belfast a few times per year, with guest speakers and team activities. On a day-to-day basis, most Cloudsmithers work remotely, so we really rely on our online collaboration tools!


About Equal Opportunity

We’re an equal opportunities employer who is proud to nurture a workplace that welcomes applications from individuals of all races, genders, and ethnic groups and we do not discriminate on age, religion, sexual orientation, citizenship status, military service, or health conditions. We will not tolerate discrimination of any kind within our workforce.