Senior Customer Success Operations Manager, EMEA

Location: Berlin, Germany; office attendance 3 days per week

Company

hirify.global, an Adyen company, provides an enterprise incentives platform for loyalty, personalized promotions, and offer management.

What you will do

• Plan Customer Success capacity, account coverage, portfolio assignments, workload distribution, and CSM productivity.
• Own retention, renewal, and churn forecasting, including customer health and structured account reviews.
• Analyze lifecycle performance and identify drivers of retention, churn, and expansion.
• Define and manage the end-to-end QBR process, including cadence, structure, data, and materials.
• Lead Post Sales program management, track OKRs, coordinate team-lead meetings, and keep cross-functional initiatives on track.
• Identify operational inefficiencies and build scalable customer lifecycle processes with CSMs and the Salesforce administration team.

Requirements

• Background in post-sales or Customer Success Operations, either through a CSM-to-operations transition or direct CS Operations process ownership.
• 6+ years of experience in Customer Success Operations or a closely related post-sales function within a SaaS or technology company, including at least 2 years in a senior role.
• Bachelor's degree in Business, Finance, Operations, or a related field, or equivalent practical experience.
• Strong working knowledge of Salesforce, including interpreting CRM data and translating process or automation changes for a technical administrator team.
• Experience owning customer lifecycle management, retention and renewal forecasting, and customer health measurement.
• Experience with Customer Success capacity planning, account segmentation, and operational performance reporting.
• Advanced Excel skills and a strong analytical mindset, ideally including preparation of QBR data and materials.
• Excellent communication skills and a track record of influencing cross-functional stakeholders.

Culture & Benefits

• Full-time position within the Revenue Operations team, collaborating globally across Sales, Customer Success, Marketing, and Leadership.
• Adyen+ monthly allowance for personal wellbeing and priorities.
• 28 days of paid annual leave.
• €115 monthly commuting allowance when working from the office 3 days per week.
• 25% employer pension contribution.
• Annual company gathering at Adyen's headquarters in Amsterdam and regional team events throughout the year.
• Opportunities to connect in person at Adyen offices across 29 worldwide locations.