Companies you'll love to work for

Customer Success Operations Manager



Customer Service, Sales & Business Development, Operations
United Kingdom
Posted on Wednesday, May 29, 2024

Customer Success Operations Manager

  • Customer Success
  • United Kingdom
  • Senior
  • Full-time


About the company

Gloat puts people and companies in motion. Our Agile Workforce Operating System is helping the world's most renowned enterprises become dynamic organizations, future-fit for any eventuality, and poised for continuous growth and innovation in today's ever-changing economic climate.

We deliver AI-powered intelligence, infrastructure, and applications that enable organizations to effectively tackle change with agility, unlock capacity and productivity, and reduce workforce risk. Today we support industry leaders around the world including HSBC, Spotify, Nestle, Standard Chartered Bank, Schneider Electric, and many more.

Life at Gloat:

Gloat is a revolutionary startup with a global workforce. We have offices in Tel Aviv, New York City and London and work with customers around the globe. We value collaboration, innovative thinking, and curiosity and we’re looking for bright, driven, and passionate people to grow with us. If you care about empowering businesses and people to reach their potential, you’re in for a fun ride.

Who we’re looking for:

Gloat is hiring a CS (Customer Success) Ops Manager to join us in our London office. As the Customer Success Operations Manager, you will optimize and scale our customer success processes to ensure our clients achieve their desired outcomes. You will work closely with the Customer Success team, Implementation, Tech Support, Sales, and other key stakeholders to enhance the customer journey, improve retention rates, and drive customer satisfaction.

We are looking for candidates who are self-starters, have high integrity, are Analytical, thrive in dynamic environments, and have experience in CS Operations in fast-growing global organizations. If HR tech, career development, and the future of work are issues you care about - you’re in for a crazy ride.

It's a hybrid position, with the expectation that candidates will commute to the office at least once a week.


  • Develop and implement standardized processes, tools, and metrics to optimize the Customer Success team's efficiency and effectiveness.
  • Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and ensure customer success goals are met.
  • Generate regular reports and dashboards to track customer success metrics, providing actionable insights to the Customer Success team and senior management.
  • Serve as a liaison between the Customer Success team and other departments, ensuring alignment on goals and initiatives.
  • Facilitate cross-functional meetings and workshops to address customer needs and drive continuous improvement.
  • Communicate effectively with internal and external stakeholders, providing updates on customer success initiatives and progress.
  • Evaluate and implement customer success tools and technologies to streamline operations and enhance team productivity.
  • Ensure the Customer Success team is effectively utilizing relevant software to manage customer relationships and data.


  • 4+ years of experience in customer success, operations, or a related role within a SaaS company (HR tech preferred).
  • Proven track record of managing and optimizing customer success processes and metrics.
  • Strong analytical skills with the ability to interpret data and make data-driven decisions.
  • Proficiency with Salesforce and customer success platforms (e.g. Planhat, Taskray, Intercom).
  • Experience with data visualization tools (e.g., Tableau, Quicksight) is preferred.
  • Strong project management skills and attention to detail.
  • Experience in supporting a global CS organization.
  • Operate well in a fast-paced, dynamic growth environment
  • Excellent written and verbal communication skills
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams.


Benefits include private health insurance (medical and dental), pension scheme, stock options, 25 holiday (vacation) days and the usual public holidays, 15 sick days, paid parental leave, virtual and in-person team events, learning & development opportunities, Headspace app subscription, MacBook laptop and a home office setup for remote employees.

At Gloat, we believe that building the most important company in the history of human capital begins with having a diverse and inclusive workforce ourselves. This means that we look for individuals who can bring unique strengths, perspectives, skills, and backgrounds to our existing teams. Gloat is proud to be an Equal Opportunity Employer, and does/will not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate.