Customer Success Ops Manager, Adthena

• 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
• 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!
• 3+ years in a CS Ops, RevOps, or Customer Operations role within a B2B SaaS business
• Hands-on experience with Planhat, Gainsight, or a comparable CS platform at a configuration and administration level. Planhat experience or certification strongly preferred
• Proven experience connecting CS platforms with Salesforce, product analytics tools (e.g. Pendo, Mixpanel), and other data sources to create unified customer views
• 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
• 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
• 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
• Comfortable working across Sales, RevOps, Marketing Ops, Product, and CX to align data flows and processes. Able to influence without authority

Desirable

• Reporting to: Stefan Potgieter, Global VP of Customer
• 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
• 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
• 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
• 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
• 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
• 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
• You’ll work closely with: Stefan Potgieter, Global VP of Customer

• Interviews: 3 Stages
• Start Date: ASAP