Customer Success Ops Manager

Our Mission Join us in shaping the future of paid search intelligence. Adthena is an award-winning search intelligence platform powered by patented AI technology and a team of dedicated experts. We help brands, marketers, and agencies dominate their competitive landscapes with unparalleled insights into the paid search market. Our Whole Market View, Smart Monitor, and Local View solutions give clients the clarity to optimize spend, increase ROI, and stay ahead of the competition. Trusted by global brands like Citibank, L’Oréal, and Volvo, and backed by Updata Partners, we’ve been redefining search intelligence since 2012. In 2025, Adthena continued its winning streak, earning 8 major search industry awards. Highlights include Best AI Search Software Solution at the US Search Awards, Best Search Software Tool at the European Search Awards, and Best Software Innovation at the Global Search Awards. Ready to make an impact in an industry-leading company? Let’s do it together. Why Join Us? We offer the best of both worlds: the maturity and stability of a well-established company combined with the energy, agility, and impact of a scaling tech organisation. If you’ve been hesitant about joining a typical tech company due to concerns about chaos, fragility, or volatility, Adthena is your answer. We’re smaller than large-scale enterprises, offering more autonomy, less red tape, and accelerated growth. Here’s what we offer: Strong Culture: Our quarterly surveys show a 93% average approval rating for company culture, with an overall eNPS of 27. Award-Winning Product: US 2025 Search Awards for Best AI Search Software Innovation Stock Options: Our employees do incredible work, so as we grow, everyone shares the rewards. Trust-Based Vacation: Take as much time off as you need, when you need it. Remote-First: 52% of Adthenian’s work fully remote, with others choosing Hybrid Work at our 3 Geohubs (London, Austin, Sydney). Flexible Work: Work how and where you do your best, with full autonomy over your day. Career Growth: Bespoke training and career development via "Sherpa plans” to guide your growth. Monthly Hackdays & Training Days Family Care Package: Up to 6 months fully paid maternity leave, and 2 months paternity leave. Home Office Stipend: $200 for your ideal remote setup. Swag Welcome Gift: $70 credit to grab some merch. Birthday Day Off: Celebrate your special day. Regular Socials: Summer & Christmas parties, annual and quarterly offsites, monthly meet-ups. See here for more info. Volunteer Days: Make a difference with paid volunteer time each quarter. See here for more info. About the Role Reporting to: Stefan Potgieter, Global VP of Customer Location: UK or EU Remote Interviews: 3 Stages Start Date: ASAP More info: See FAQ below, our candidate hub, or reach out to [email protected] What you’ll do at Adthena As CS Operations Manager, you’ll own the systems, processes, and data infrastructure that enable Adthena’s Customer Success and Account Management teams to operate at scale. You will turn fragmented tooling and reactive workflows into a connected, insight-driven engine that helps CSMs and AMs know where to focus, when to act, and why. This role exists because we have built the foundations of our CS platform stack - Planhat, Salesforce, Pendo, and Fluint - but the data isn’t yet automatically integrated, the signals aren’t surfacing proactively, and the team is spending too much time managing the systems rather than being guided by them. You will fix that. Longer term, this role will be central to designing and standing up a low-touch or tech-touch CS model that allows Adthena to serve customers without scaling headcount proportionally. AI and automation tooling will be central to how that model gets built. You will sit within the CS department but work in close partnership with the RevOps Manager, Marketing Operations Manager, and Commercial Platform Executive to ensure data flows and processes are aligned across the GTM function. Along with the other ops personnel, you will have a strategic dotted-line relationship with senior leadership (CCO or CTO). This is not a reporting-and-admin role. It is a systems-thinking, data-integration, and process-design role with direct commercial impact on GRR and NRR. You are: A systems thinker who can audit a fragmented tech stack and design a unified, proactive architecture Experienced in Planhat, Gainsight, or a comparable CS platform at an advanced, configuration-level Confident working independently with clear strategic direction, but without hand-holding on execution Analytically strong - you can connect data across platforms and turn it into actionable signals Pragmatic about simplicity: you know that over-engineered processes don’t get adopted Excited by the shift from high-touch to scalable CS models and have helped teams navigate that transition Comfortable evaluating AI and automation tooling critically - you know where it adds genuine value and where it creates noise, and you build accordingly Comfortable working across functions - with RevOps, the Commercial Platform Executive, CX, and CS leadership Responsibilities: Connect and simplify the CS tech stack so data drives action Audit the current state of Planhat and the data that feeds it from Salesforce, Pendo, and Fluint and map where data is disconnected or duplicated Design and implement an integration architecture in Planhat that creates a single source of truth for customer health, engagement, and commercial data Simplify existing Planhat configuration that has grown overly complex and is limiting adoption Build proactive alerting, build on proactive playbooks and nudge workflows that surface risks and opportunities to CSMs and AMs without manual effort Partner with the Commercial Platform Executive and RevOps Manager to align CS and commercial data flows Maintain clean, reliable data hygiene standards across the CS platform Build a proactive, scalable health and risk framework Own the design and iteration of Adthena’s customer health score, ensuring it reflects real leading indicators of churn and expansion risk Move the team from reactive risk management to systematic early-warning processes Build playbooks within Planhat that trigger the right CSM or AM action at the right moment Ensure health data is accessible and meaningful to the whole CS and AM team, not just leadership Track and report on health trends across the customer base to support retention forecasting Enable a future low-touch or tech-touch CS model Design the operational blueprint for a low-touch or no-touch CS tier, including tooling, automation, and intervention thresholds Identify which customer segments could be served through a tech-touch model and define the criteria Evaluate AI-native and automation tooling (e.g. workflow automation, LLM-assisted playbooks, smart nudges) as part of the low-touch infrastructure build Work with the Customer Enablement Manager to align training and onboarding infrastructure to support lower-touch delivery Build the internal case and roadmap for low-touch transition, including success metrics and milestones Equip the CS and AM team with the reporting and insight they need Build and maintain dashboards that give CSMs, AMs, and CS leadership real-time visibility of portfolio health, engagement, and commercial risk Produce accurate renewal forecasting data to support the CCO and VP CS in business reviews Track core CS metrics including GRR, NRR, time to value, onboarding completion, and health score movement Create standardised reports that are trusted, used, and reduce manual data-pulling across the team Build expansion signal views in Planhat that surface feature gaps and untapped product access to AMs and CSMs, enabling timely upsell conversations Surface patterns across the customer base that inform CS strategy and product feedback Own CS process design and adoption Document and standardise core CS processes: objectives capture, value tracking, renewal workflows, risk escalation Drive adoption of Planhat and associated processes across the CS and AM teams Identify where manual processes can be automated and implement them - including through AI and workflow automation tools where appropriate Act as the internal SME for CS tooling - training the team, troubleshooting, and managing platform changes Collaborate with the Customer Enablement Manager and CS leadership to ensure process and tooling changes land effectively Who we look for Research shows men apply if they meet ~60% of the criteria, while women and underrepresented groups apply only if they meet all requirements. If you have the skills but don't meet every requirement, reach out – we'd love to explore how you could be a great fit! Required Experience: CS Operations Experience 3+ years in a CS Ops, RevOps, or Customer Operations role within a B2B SaaS business CS Platform Expertise Hands-on experience with Planhat, Gainsight, or a comparable CS platform at a configuration and administration level. Planhat experience or certification strongly preferred. Systems Integration Proven experience connecting CS platforms with Salesforce, product analytics tools (e.g. Pendo, Mixpanel), and other data sources to create unified customer views High-Touch to Scaled Model Transition Experience helping a CS team transition from a high-touch model toward a low-touch or tech-touch delivery model, including the tooling, segmentation, and process design required Analytical Capability Strong working knowledge of CS metrics (GRR, NRR, health scoring, churn forecasting). Able to build and maintain dashboards and produce reliable reporting for CS and executive leadership. AI and Automation Tooling Practical experience using automation and AI tools to reduce manual effort in CS operations. For example, workflow automation platforms (e.g. Zapier, Make), AI-assisted analytics, or LLM-based tooling. Able to evaluate and implement these critically, not just enthusiastically. Cross-functional Collaboration Comfortable working across Sales, RevOps, Marketing Ops, Product, and CX to align data flows and processes. Able to influence without authority. Nice To Have: Familiarity with the paid search or competitive intelligence landscape is a plus, but not required Our Core Values All Adthenians are expected to align closely with our ‘Core Values’. What it means... Get Shit Done: We're big on taking action, owning our challenges, and finding solutions. Freedom with Responsibility: We take charge of results to recognition. We know that our hustle not only moves the needle for the company but also sets us up for personal success. Deliver Remarkable Quality: We care about exceeding expectations in the work we do and aim to always do our best work as individuals and as a team. Smart & Always Improving: We strive daily to expand our knowledge and become better at what we do. Meet your teammates You’ll work closely with: Stefan Potgieter Title: Global VP of Customer LinkedIn: https://www.linkedin.com/in/stefanpotgieter/