Customer Success Operations Manager
Monday to Friday
Portsmouth
25 days holiday + Bank Holidays
Budget for your self development
Progression and development opportunities
Hybrid working
2 paid charity volunteering days
Role Summary
You are responsible for managing and optimising our Power BI reporting suite and our Customer Success CRM/CSP (Planhat) to deliver high-quality reporting to support the Customer Success, Operations, and Enablement teams.
You will own the creation, maintenance, and continuous improvement of reporting frameworks, ensuring stakeholders have clear visibility of performance across key metrics such as retention, churn, expansion, and activity.
Working both independently and collaboratively, you will manage multiple priorities, support cross-functional initiatives, and ensure data accuracy and consistency across systems.
Required Skills
· High level of competence with Power BI (essential)
· Strong experience managing and working within CRM systems (ideally Planhat)
· Experience building and maintaining dashboards and automated reporting
· Strong data manipulation and analysis skills
· High attention to detail and data accuracy
· Experience supporting SaaS Customer Success metrics such as churn, retention, NRR and expansion
· Ability to translate data into clear, actionable insights
· Strong stakeholder management and communication skills
· Self-organisation and time management
· Commercial awareness
Areas of Responsibility
· CRM & Systems Management
· Own and manage the Customer Success CSP (Planhat), ensuring data integrity and usability
· Maintain data structures, fields, and workflows to support CS processes
· Identify and resolve data gaps and inconsistencies
· Support system improvements and new feature rollouts
· Reporting & Analytics
· Build, maintain, and continuously improve Power BI dashboards and reporting suites
· Produce regular and ad-hoc reporting for Customer Success leadership
· Ensure consistent definitions and tracking of key metrics (churn, retention, expansion, activity)
· Deliver insight-driven analysis to support decision-making
· Operations & Enablement Support
· Support the Operations and Enablement teams with reporting, data, and process improvements
· Help define and track KPIs across the Customer Success function
· Enable teams with the data and tools required to improve performance
· Assist with onboarding new processes, tools, and reporting frameworks
· Cross-Functional Collaboration
· Work closely with Customer Success, Sales, Marketing, Finance, and Internal Systems to ensure data alignment across the business
· Act as a key point of contact for reporting and CRM-related queries
· Support wider business initiatives requiring Customer Success data
Self-Management
· Manage multiple priorities and deadlines effectively
· Work independently while maintaining strong collaboration across teams
· Continuously identify opportunities to improve reporting, systems, and processes
#CustomerSuccess #PowerBI #Hiring #CSUK
