Senior Customer Care Operations Manager (SaaS)

TL;DR

Senior Customer Care Operations Manager (SaaS): Designing and scaling the post-sales operating system to maximize NRR through optimized processes and automation with an accent on territory planning, customer health scoring, and forecasting. Focus on building scalable workflows that integrate Customer Success, Support, and RevOps functions to drive predictable growth.

Location: Remote within Europe (Must have existing right to work if outside Germany)

Company

An open-source workflow orchestration platform for AI automation, supporting over 650,000 developers and builders worldwide.

What you will do

• Define headcount planning and capacity models to align resources with retention and expansion goals.
• Design and optimize end-to-end workflows for onboarding, support, and renewals.
• Operationalize customer health scoring to improve prioritization and actionable insights.
• Translate business strategy into efficient automation systems that improve team performance.
• Partner cross-functionally with Sales, Product, and Data teams to ensure operational clarity.
• Drive the adoption of new processes through clear communication and measurable impact.

Requirements

• Experience in Revenue Ops or CS Ops within a SaaS environment required.
• Strong expertise in process design, turning ambiguous workflows into scalable and measurable systems.
• Analytical mindset with the ability to define success metrics and translate data into operational decisions.
• Comfortable with autonomous execution and owning strategic scope.
• Familiarity with CRM and Customer Success platforms.
• English proficiency required for all operations and communication.

Nice to have

• Experience setting up or running customer advisory boards.
• Background in managing structured cross-team escalation or “war room” operating models.
• Expertise in building post-sales forecasting models for renewals and expansions.

Culture & Benefits

• Remote-first environment with regular team off-sites.
• Competitive compensation and equity ownership in the company.
• 30 days of vacation in Europe plus local public holidays.
• Annual €1K learning and development budget.
• Unlimited AI budget for tools to boost productivity.
• Generous support for open source projects through a monthly contribution budget.