Customer Success Operations Manager – Planhat
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Job Description
Customer Success Operations Manager ensuring operational excellence in customer strategies at Corsearch, a leader in brand protection solutions.
Responsibilities:
- Serve as the primary system administrator for Planhat ensuring stability, accuracy, and usability across the CS organisation
- Configure and maintain backend settings, including integrations, data feeds, custom fields, user roles, playbooks, workflows, and automations
- Build and optimise dashboards that are actionable, insightful, and aligned to CS priorities (not data dumps but actionable insights)
- Partner with cross-functional teams and other system admins to manage & improve systems integrations (e.g. SFDC, Qualtrics, Linear and Freshdesk) in a way that supports wider Corsearch needs
- Support new feature rollouts, system enhancements, and troubleshoot issues for the CS organisation.
- Lead data-quality initiatives to ensure customer, account, and contact data incl key attribution is complete, reliable, and aligned across Planhat, Salesforce and other internal systems
- Collaborate with cross-functional teams to resolve data gaps, streamline data flows and uphold consistent data standards
- Monitor data health and establish processes to proactively maintain data integrity at scale
- Support Sr. Director of CS Ops in operationalising the customer journey and delivering scalable, data-driven initiatives across key touchpoints
- Build automations, workflows and rules of engagement that reduce manual work and improve consistency, eliminating dependency on spreadsheets
- Help implement new health score, including logic, automation, workflows, reporting and insights
- Build dashboards that turn insights into action, enabling teams to focus on what matters most
- Provide ad-hoc reporting and data analysis to support decision-making
- Drive adoption of new CS/Planhat processes through documentation, training, enablement and clear communication
- Create and maintain process documentation, playbooks, and internal knowledge resources
Requirements:
- Hands-on experience administering Planhat (strongly preferred) or another CS platform e.g. Gainsight
- Proven experience configuring backend integrations, data feeds, automations, and cross-system workflows
- Experience supporting deployment of NPS/CSAT programs, including survey creation, workflow build & automation, feedback ingestion, data analysis and reporting
- Strong analytical skills with a demonstrated ability to build action-oriented dashboards for the right stakeholders group, not just data visualisations
- Demonstrated success in improving data accuracy and working across cross-functional teams
- Strong project management skills: able to break down complex projects into manageable components and deliver successfully whilst keeping key stakeholders apprised of progress
- Ability to work independently with minimal supervision while maintaining high standards and meeting deadlines
- Excellent organisational skills, time management, attention to detail and a proactive problem-solving approach
- Strong communication skills to articulate updates, risks, and progress to stakeholders
- Ability to manage own workload, prioritise multiple initiatives and manage deadlines effectively
Benefits:
- Collaborative Culture
- Mission-Driven Purpose
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