Senior Customer Success Operations Specialist
Senior Customer Success Operations Specialist
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Job Description
Want to shape how Customer Success scales in a global SaaS company This is your opportunity to manage tooling processes and systems strategy that directly influences customer experience and retention.
Were looking for a Senior Customer Success Operations (Revenue Technology) to join our Revenue Operations team in Helsinki or Dublin. You can also work fully remotely from Poland or the UK.
In this role you will
- Be the specialist in systems and processes supporting our Customer Success function
- Own tooling data quality and process optimization that help scale CS effectiveness and deliver ROI
Your day-to-day work and responsibilities include
- Own and evolve the Customer Success tech stack strategy including tools like EverAfter Intercom Freshdesk and UpdateAI. Oversee roadmap development system ownership and annual budgeting to ensure tools are optimized for scale and business impact.
- Ensure data integrity and consistency across CS systems in close collaboration with the Salesforce team. Maintain accurate CSM book structures and Customer for Life (C4L) models including execution assignment and headcount alignment.
- Monitor system performance and ROI and manage the intake evaluation and procurement of new technologies that support evolving business needs.
- Collaborate with RevTech Business Partners and the CRM team to identify process gaps implement automation and support solution architecture decisions across CS systems.
- Manage and continuously improve key business processes ensuring operational efficiency and scalability. Roll out new UI features and facilitate their smooth adoption across the CS team.
- Act as the primary point of contact for technical updates and tool changes affecting the Customer Success organization. Identify and communicate business needs and system requirements to the RevTech lead.
- Maintain clear and up-to-date documentation of systems processes and playbooks in Confluence to support transparency onboarding and operational consistency.
This position is for you if you have
- 3 years of experience in CS operations Revenue Operations or Business Systems in a SaaS or B2B environment
- Proficient understanding of Customer Success tools and processes
- Practical knowledge of platforms such as Salesforce Intercom Freshdesk EverAfter or equivalent systems
- Skilled in managing system ownership tech stack strategy or tooling optimization
- Effective communication and stakeholder management skills across technical and non-technical audiences
- A structured motivated and detail-oriented approach to problem-solving
- The ability to balance technical depth with business acumen
Benefits we offer
- An attractive salary package that includes equity options
- Great work equipment and home office allowance for those working in our fully remote locations
- Health care benefits and leisure time insurance
- An annual 1000 euros of personal learning budget
- Sports and well-being allowance
Benefits may vary depending on location.
Hear why our team likes it here at / #LI-Hybrid #LI-FullTime #LI-MiddleToSeniorLevel
Supermetrics is committed to providing a welcoming and inclusive workplace for all. We believe that a diverse workforce is a strong workforce and we are dedicated to creating an environment where everyone feels valued and respected.
If you require any reasonable accommodations during the application or interview process please do not hesitate to let us know. You can reach us at All requests for accommodation will be kept confidential.
Required Experience:
Senior IC
Employment Type
Full Time
