Customer Success Operations Lead (Fixed-Term Contract)

Role Overview

CloudM is evolving how it runs Customer Success. The strategy is set and the structure is in place; what is needed now is someone to land it. Take playbooks from draft to applied. Coach the CSM team through new ways of working. Keep delivery on track. This is an implementation role. Not strategy, not customer-facing CSM, not technical systems build. The person we are hiring makes the operating model stick.

What You Will Do

Playbook design and documentation, rollout coordination, coaching and adoption, KPI rollup and reporting, implementation plan ownership, cross-functional liaison

Why It Might Be a Fit

Hands-on experience building or rebuilding a Customer Success function within a SaaS business of a similar scale, fluent in the mechanics of Customer Success, strong written communication, comfortable working across a modern CS tech stack

Requirements

• Hands-on experience building or rebuilding a Customer Success function within a SaaS business of a similar scale (50–200 people, sub-£20M ARR)
• Fluent in the mechanics of Customer Success; renewal cycles, expansion opportunities, and churn diagnostics and can hold your own in commercial conversations
• You've taken a Customer Success playbook from blank page to live practice, whether that's onboarding, renewals, save motions, or comparable frameworks
• Owned NRR or GRR targets and understand the levers that move them
• Comfortable working across a modern CS tech stack, including CRM, quote management, and product analytics tools
• Strong written communication: your playbooks get read and actually get used
• Comfortable using AI tooling as a genuine force multiplier in your day-to-day work

Benefits

• Private healthcare including dental and optical care
• Company contributed pension (matched up to 5%)
• Unlimited paid holiday
• Flexible working - we ask that you work during core hours (10-4) to help with collaboration, but outside of that you can work when suits you
• 10 paid sick days
• Death in service, 4 times your annual salary
• Employee Assistance Program (EAP)
• Tech scheme (Salary sacrifice, CloudM can loan you up to £1,000.00 for tech equipment)
• 10 Time to Learn days
• Birthdays off
• Opportunity to develop within a fast-growing tech business with an ambitious year-on-year growth trajectory
• Market-leading parental leave policies
• Various wellbeing initiatives
• Exclusive access to discounts & rewards
• High-spec equipment (laptops, phones, etc.)
• Working from home equipment budget