Senior Customer Success Operations

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.

We’re looking for a Senior Customer Success Operations to join our Revenue Operations team in Helsinki or Dublin.

In this role, you will…

1. Be the specialist in systems and processes supporting our Customer Success function
2. Own tooling, data quality, and process optimization that help scale CS effectiveness and deliver ROI

Your day-to-day work and responsibilities include…

System & Data Management

1. Ensure data integrity and consistency across CS systems in collaboration with the Salesforce team
2. Monitor and maintain Customer for Life (C4L) models and CSM book structures, including execution, assignment, and headcount changes
3. Ensure commercial data entry aligns with our data model and business logic

Tech Stack Ownership & Strategy

1. Own the business systems supporting CS operations (e.g. EverAfter, Intercom, Freshdesk, UpdateAI, or similar)
2. Implement and evolve the CS tooling roadmap, prioritizing enhancements based on business impact
3. Track tool usage and performance, optimize ROI, and ensure the stack supports evolving business needs
4. Manage the intake, evaluation, and procurement process for new CS technologies in collaboration with internal stakeholders

Process Excellence

1. Partner with RevTech Business Partners and the CRM team to identify process gaps and automation opportunities
2. Support alignment of CS processes across systems and help in solution architecture decisions
3. Roll out new UI features and ensure smooth adoption across the CS team
4. Maintain and improve key business processes on a regular cadence

Stakeholder Engagement & Communication

1. Act as the main point of contact for system updates and technical changes affecting CS teams
2. Bring forward business requirements to the RevTech lead derived from discussions with stakeholders
3. Maintain up-to-date documentation in Confluence, including systems, processes, and playbooks

Leadership & Governance

1. Coordinate internal RevTech support efforts for Customer Success systems
2. Contribute to annual CS tooling budgeting and roadmap planning
3. Ensure initiative prioritization is aligned with the CRM team and broader RevOps strategy

This position is for you if you have…

1. 3+ years of experience in CS operations, Revenue Operations, or Business Systems in a SaaS or B2B environment
2. Proficient understanding of Customer Success tools and processes
3. Practical knowledge of platforms such as Salesforce, Intercom, Freshdesk, EverAfter, or equivalent systems
4. Skilled in managing system ownership, tech stack strategy, or tooling optimization
5. Effective communication and stakeholder management skills across technical and non-technical audiences
6. A structured, motivated, and detail-oriented approach to problem solving
7. The ability to balance technical depth with business acumen

Benefits we offer…

1. An attractive salary package that includes equity options
2. Great work equipment, and home office allowance for those working in our fully remote locations
3. Health care benefits and leisure time insurance
4. Annual 1000 euros of personal learning budget
5. Sports and wellbeing allowance

Benefits may vary depending on location. 

Hear why our team likes it here at supermetrics.com/careers/life-at-supermetrics.

#LI-Remote / #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 talentacquisition@supermetrics.com All requests for accommodation will be kept confidential.