Customer Success Operations Manager

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, analyse 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, analysing, 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:
   
   
   
   • Analyse 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 inhouse tool and Gainsight PX, ensuring data integrity and seamless integration with other systems.
   
   
   • Leverage customer feedback platforms, such as [insert platform names], to automate and streamline survey distribution and reporting.
   
   
   
   

Qualifications/Skills:

• Bachelor's degree in Business, Marketing, or a related field (or equivalent experience).


• 3+ years of experience in customer success operations, customer experience, or related roles, with a strong focus on NPS, CSAT, or customer feedback programs.


• Proven track record in program management, data analysis, and delivering actionable insights that improve customer satisfaction and retention.


• Strong analytical skills with the ability to transform complex data into clear, concise reports and presentations.


• Experience with Gainsight PX preferred


• Familiarity with customer feedback tools and platforms (e.g., Gainsight, Medallia, Qualtrics, etc.).


• Experience working cross-functionally with Customer Success, Product, Marketing, and Sales teams.


• Excellent communication and interpersonal skills with the ability to influence and collaborate with senior leaders.


• Ability to manage multiple projects simultaneously in a fast-paced environment.

• Experience with data visualization tools (e.g., Tableau, Power BI) to present insights.


• Advanced knowledge of customer success strategies and best practices.