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Senior Customer Success Operations Manager

3 months ago

London, Greater London, United Kingdom TravelPerk Full time

About Us

We're TravelPerk, a hyper-growth SaaS platform offering companies a one-stop-shop for booking, managing and reporting business travel. Our aim is to revolutionise the $1.3 trillion business travel market by combining an unrivalled choice of travel options with a powerful booking and management platform and access to 24/7 customer support we've become the leading all-in-one travel management solution. Founded in 2015 and headquartered in Barcelona, we've grown to over 1200 people in 9 offices across Europe and North America. In 2022 we became a 'unicorn' and in 2024 we raised $104 million in additional investment, with a total valuation of $1.4 billion. We've been winning awards too. Since 2023, we've been voted one of the best places to work, one of the fastest-growing apps and tech companies , and a leading pioneer of business travel. These are just some of the reasons why global brands like Wise, Red Bull, GetYourGuide, and Aesop trust us to supercharge their corporate travel. Role We are seeking a highly skilled and process-oriented Senior Manager, Customer Success Operations with significant experience in the SaaS B2B space. The ideal candidate will optimise and align the entire post-sales processes, from implementation and onboarding/ramp to expansion/churn. This role requires a strategic thinker who can implement and streamline efficient workflows, leverage technology, and drive cross-functional collaboration. This role will act as a business partner to the regional Implementation Services (IS) and Account Management (AM) Leadership teams. Responsibilities Process Optimisation:
  • Evaluate and optimise end-to-end post-sales/customer processes, including implementation, handover, onboarding/ramp, expansions and churns
  • Identify bottlenecks, inefficiencies, and opportunities for improvement and implement solutions to enhance the overall post-sales workflows spanning across the Implementation Services and Account Management teams
  • Build and drive process, change management, and operational efficiencies within the Revenue organisation
Business Partnering And Cross-functional Collaboration
  • Partner closely with regional Implementation Services (IS) and Account Management (AM) Leadership to align on goals, strategies and processes to achieve customer retention and expansion objectives
  • Drive cross-functional collaboration and alignment between regional IS/AM Leadership teams, Product, Data and Finance teams
  • Partner with the Reporting, Insights & Strategy team to provide actionable recommendations to regional IS/AM Leaderships teams to optimise post-sales processes and drive rep productivity and efficiency
  • Foster a culture of collaboration and communication to drive a unified approach towards customer retention and expansion and ultimately revenue growth
Technology Stack
  • Assess, implement, and optimise technology stack to enhance efficiency and effectiveness of post-sales teams (Implementation Specialists and Account Managers)
  • Experience in evaluating, implementing and maintaining Professional Services / Resource Management and Customer Success Management softwares
  • Work closely with IT teams to integrate and automate systems for seamless data flow across different departments
Enablement
  • Partner with the Enablement team to develop and implement enablement programs to empower the team with the tools, resources, and training to maximise effectiveness
  • Partner with the Enablement/Product Marketing teams on customer education assets and content
  • Ensure smooth handoffs between Implementation and Account Management teams to enhance the overall post-sales/ramp process
What We Are Looking For
  • 5+ years of experience in Revenue Operations, Customer Success Strategy & Operations, Post-Sales Operations, Customer Success, or similar roles in the B2B SaaS space
  • In-depth understanding of Implementation/Professional Services and Customer Success processes
  • A proven track record in optimising post-sales processes within the B2B SaaS landscape
  • Experience in managing and optimising CRM ) and Customer technology tools (e.g. Gainsight)
  • Strong analytical and problem-solving skills, with the ability to leverage data for informed decision-making
  • Excellent communication and leadership skills to drive cross-functional collaboration
  • Strategic thinker with the ability to implement and execute process improvements
Our Benefits
  • Competitive compensation, including equity in the company;
  • Generous vacation days so you can rest and recharge;
  • Health perks such as private healthcare or gym allowance, depending on location;
  • "Flexible compensation plan" to help you diversify and increase the net salary;
  • Unforgettable TravelPerk events, including travel to one of our hubs;
  • A mental health support tool for your well-being;
  • Exponential growth opportunities;
  • ???? VolunteerPerk - We offer 16 paid hours per year that you can use to give back to society by volunteering for a charity of your choice.
  • "Work from anywhere" in the world allowance of 20 working days per year.
  • IRL English or Spanish Lessons are held in the Barcelona office.
How We Work Our Vision is for a world where TravelPerk serves as the platform for human connection in-real-life (IRL). We take an IRL - first approach to work, where our team works together in person 3 days a week. As such, this role requires you to be within commuting distance of our Barcelona hub. We fundamentally believe in the value of meeting in-real-life to improve connectivity, productivity, and creativity and ultimately make us a great place to work. For certain positions, we can help with relocation from anywhere in the world. Please let us know in your applications, and we will assess whether this is possible. English is the official language at the office. Please submit your resume in English if you choose to apply. TravelPerk is a global company with a diverse customer base—and we want to ensure the people behind our product reflect that. We're an equal opportunity employer, meaning you're welcome at TravelPerk regardless of your appearance, where you're from, or anything else that makes you.
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