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Global Customer Success Domain Manager
Описание вакансии
Текст:
TL;DR
Global Customer Success Domain Manager (SaaS/Customer Success Operations): Leading the team that builds scalable Customer Success processes, tooling and workflows for regional teams with an accent on retention, feature adoption, churn reduction and revenue performance. Focus on standardizing global operating models, improving customer health visibility through systems and data, and solving complex multi-regional operational challenges.
Location: Remote work is possible; role locations include Ireland, Northern Ireland and the UK
Company
is a SaaS company providing booking, payments, marketing and AI-driven business management tools for salons, spas and medspas worldwide.
What you will do
- Lead, coach and develop a team of experienced Customer Success specialists.
- Partner with regional Customer Success leaders to improve retention, expansion, adoption and revenue performance.
- Design and standardize Customer Success processes across onboarding, adoption, upsell, feature activation and risk mitigation.
- Own and improve the Customer Success tooling stack, collaborating with Product, Data, Engineering and Enablement on systems, integrations and training.
- Track feature adoption and churn drivers, using customer insight and data to build improvements.
- Define KPIs, business cases and prioritization frameworks for strategic operational initiatives.
Requirements
- 8+ years of experience in Customer Success Operations, Revenue Operations, Customer Operations, Program Management or a related operational leadership role in SaaS or technology.
- Experience leading and developing a team.
- Experience working with global or multi-regional teams and improving retention, expansion, adoption or scalability.
- Experience leading cross-functional initiatives with measurable business outcomes.
- Strong understanding of Customer Success metrics, lifecycle management and commercial drivers.
- Hands-on experience with Customer Success platforms, CRM systems, workflow automation, reporting tools and data-driven analysis.
Culture & Benefits
- Remote-first working environment with flexible working arrangements.
- Learning Days, mentoring, career coaching and development programs.
- Private healthcare, Wellness Days and an employee assistance program.
- Enhanced maternity and paternity benefits, fertility treatment and related leave support.
- Employee share purchase scheme, pension, life assurance and income protection.
- Bike-to-work scheme, tax-saver transport tickets and moving days.