Senior CS Operations Manager SaaS - France (all genders)
HybridAix-en-Provence, Provence-Alpes-Côte d'Azur, France
Job Summary
Design and operationalize Customer Success workflows from onboarding to expansion, ensuring all processes are documented, measurable, and scalable. Act as the single source of truth for retention performance by owning GRR/NRR definitions, segmentation, and reporting to deliver trusted insights on trends, risks, and forecast accuracy. Translate CS strategy into scalable automation and reporting across the CX technology ecosystem, ensuring accurate data flows and high data quality. Elevate the French CS operating rhythm by managing renewal pipelines, health and risk reviews, adoption reporting, and churn-risk governance. Serve as a strategic thought partner to the Director of Customer Success, providing forward-looking analysis on expansion drivers and structural blockers to shape the CS Ops roadmap.
Required Qualifications
- Multiple years in Customer Success Operations, Revenue Operations, or a comparable CS analytics or process-focused role
- Proven ability to design, optimize, and scale customer lifecycle processes in a subscription-based SaaS environment
- Strong analytical capability with experience owning complex KPI frameworks, retention metrics, and executive-level insights
- Deep familiarity with CX technology stacks, including CS platforms, CRM, billing, support, and workflow tools
- Ability to turn ambiguous, complex problems into clear, structured, and measurable processes
- Experience working closely with Customer Success, Sales, RevOps, BI, and Product teams
- Clear, concise, and credible communicator, comfortable influencing directors and senior stakeholders
- Fluent French (C2)
- Strong professional English (C1)
- Located in Paris or Aix-en-Provence
- Available to travel to Paris or Aix-en-Provence monthly if located elsewhere in France
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