Customer Success Operations Manager

Job Description

Customer Success Operations Manager
Competitive + Bonus + Benefits
Manchester, UK
Permanent full time

We are seeking an experienced and data-driven Customer Success Operations Manager to lead the operation and execution of our Net Promoter Score (NPS) and Customer Satisfaction (CSAT) programs including Product NPS. This is a key role in ensuring we continuously gather valuable customer feedback, analyze insights, and drive improvements across the customer experience. You will work cross-functionally with teams in Customer Success, Sales, Support, Product, and Marketing to deliver actionable insights and enhance customer retention and satisfaction.

Key Responsibilities:

1. Program Management: Lead the planning, execution, and optimization of the NPS, pNPS, and CSAT programs across various touchpoints of the customer journey. Improve and maintain processes for collecting, analyzing, and reporting on NPS, pNPS, and CSAT data. Work with stakeholders to identify key metrics and customer touchpoints that impact overall customer satisfaction.
2. Data Analysis & Insights: Analyze NPS, pNPS, and CSAT data to identify trends, patterns, and areas for improvement. Prepare regular reports and presentations on NPS, pNPS, and CSAT performance, highlighting actionable insights, root cause analysis, and recommended actions. Conduct deep dives into customer feedback, segmenting data by customer type, lifecycle stage, and other relevant categories to uncover actionable insights.
3. Collaboration with Teams: Partner with cross-functional teams to ensure alignment on customer feedback initiatives and act on findings to drive customer retention, product improvement, and growth. Work closely with the product team to create feedback loops that directly influence product development and feature prioritization based on customer sentiment. Help define customer success strategies and ensure NPS, pNPS, and CSAT insights are integrated into ongoing customer success initiatives.
4. Customer Engagement & Advocacy: Develop strategies to engage with promoters and detractors based on survey results, driving positive advocacy while addressing customer concerns effectively. Champion the voice of the customer internally to promote customer-centric decision-making across the organization.
5. Process Improvement: Continuously assess and optimize the NPS, pNPS, and CSAT survey processes, ensuring high-quality data collection and survey response rates. Implement automation and efficiency improvements to scale survey distribution and data processing. Monitor and improve customer touchpoints to enhance survey completion rates and data quality.
6. Technology and Tool Management: Oversee the management of NPS/CSAT in-house tool and Gainsight PX, ensuring data integrity and seamless integration with other systems. Leverage customer feedback platforms to automate and streamline survey distribution and reporting.

Qualifications/Skills:

1. Bachelor's degree in Business, Marketing, or a related field (or equivalent experience).
2. 3+ years of experience in customer success operations, customer experience, or related roles, with a strong focus on NPS, CSAT, or customer feedback programs.
3. Proven track record in program management, data analysis, and delivering actionable insights that improve customer satisfaction and retention.
4. Strong analytical skills with the ability to transform complex data into clear, concise reports and presentations.
5. Experience with Gainsight PX.
6. Familiarity with customer feedback tools and platforms (e.g., Gainsight, Medallia, Qualtrics, etc.).
7. Experience working cross-functionally with Customer Success, Product, Marketing, and Sales teams.
8. Excellent communication and interpersonal skills with the ability to influence and collaborate with senior leaders.
9. Ability to manage multiple projects simultaneously in a fast-paced environment.
10. Experience with data visualization tools (e.g., Tableau, Power BI) to present insights.
11. Advanced knowledge of customer success strategies and best practices.