Customer Operations Manager

Want to join the #1 marketing data pipeline company and one of Europe’s fastest-growing tech companies?

We’re looking for a Customer Operations Manager to join our small but growing Sales Operations team! You will be reporting to our Sales Operations Manager, Henri, and play a key role in enabling our Customer Success and Customer Experience teams to scale and focus on helping our customers achieve their desired business outcomes. 

 🧩 You will make an impact by…

In this role, you will support our Customer Success and Customer Experience teams by ensuring we have the right operational processes in place and access to key metrics to scale. This will be accomplished through a combination of operational process design, project management, reporting, and analytics. So, in other words, figuring out how things work today, how they should work, and then getting stuff done. 

📝 Your day-to-day work and responsibilities will include:

• Managing, administering, and rolling out tools for the Customer Success and Experience teams. You will also take ownership of the full Customer Success/Experience tool-stack, including systems, applications, and platforms relevant for the teams to successfully complete their strategic goals.
• In collaboration with our BI team, conducting data analysis to gather insights required to make informed business decisions, and also creating reports to track team performance together with the leads of the Customer Success/Experience teams.
• Defining, documenting, and implementing key processes across the Supermetrics customer lifecycle.
• Leading projects on changes in the platforms and systems used to define workflow and thereby help optimize processes to successfully drive up-selling and cross-selling. 
• Being the lead in identifying and implementing a new Customer Success/Experience platform.
• Working on the development of a Customer Health Score.

💪 This role is for you if you have:

• You have previous experience with startups and/or SaaS companies. Preferably, you were involved in a customer or business-centric role
• You genuinely enjoy doing analysis. An important part of this role is to draw conclusions from multiple sources of information to help us make better product and business decisions. This doesn't require specific technical expertise, rather an analytical and curious mindset
• Have a proven track record in Customer Success, Sales, Revenue Operations, or in Customer Success Management
• Have the knowledge and skills necessary to map the needs and pains of the Customer Success / Customer Experience Department. You must be able to identify the relevant tools and platforms to meet the needs and lead the implementation of them
• Are a strong communicator with excellent written, verbal, and listening skills
• Can independently coordinate development projects, work across the functions to identify areas of improvement, and implement solutions 
• Have strong analytical skills, ability, and passion to analyze and solve complex business problems

These skills are also a bonus, but not required:

• Fluency in aggregating and analyzing data with spreadsheets and ideally SQL
• Are proficient in BI and sales tools (eg: Salesforce, Looker, or similar)

What’s in it for you?

The reason people love to work at Supermetrics is that we all work towards the same goal using our own individual strengths. We’re determined to achieve our vision of being the best business data pipeline company in the world. 

At Supermetrics, we have unrivaled team spirit and a shared thirst for continuous learning and sharing our knowledge. We take our work seriously - not so much ourselves. We recognize our team as our greatest asset and take good care of our people.

Here’s more info about our culture and benefits

And in case we haven’t met before, here’s Supermetrics in a nutshell:

It all started from a Google t-shirt… 

Supermetrics was founded in 2013 as a result of one data geek’s will to win a Google t-shirt, and we have been profitable and growing ever since. 

We build products that are used by 500k people worldwide in small and big companies alike (BBC, Dyson, and WarnerBros, to name a few). Marketers, data analysts, and engineers use Supermetrics to move data from popular marketing platforms (such as Facebook, Google Ads, and HubSpot) to destinations like Google Sheets, Google Data Studio, Excel, various BI tools, and data warehouses.

We are a diverse community of curious minds excited to build the best business data solutions ever. Kindness, humility, openness, and dedication to our respective crafts are our most prevalent traits.

Does this sound like your next career adventure? Apply now, we can't wait to hear from you! We will fill the role as soon as we find the right person.