The Senior Manager, Customer First Operations, EMEA will play a pivotal role in shaping and scaling our rapidly growing EMEA Customer First organisation. Sitting within our EMEA GTM Operations team, working closely with the Global CX Operations team, this role acts as the primary operational partner for the EMEA VP of Customer First and other senior CX leadership. You will be responsible for establishing and implementing operations rigour and standards for the CX team, spanning Customer Success and Technical Account Management (TAM), while working closely with adjacent teams including Renewals, Support, and Professional Services.

In this role, you will design, refine, and continuously optimise our Management Systems, bridging the gap between corporate strategy and regional execution to maximise Net Revenue Retention (NRR). We are looking for an experienced, highly collaborative candidate with a growth mindset, exceptional analytical skills, and an appetite for constant improvement. You will be tasked with integrating the customer journey from sales through to customer success, ensuring that global and local standards are consistently adhered to and operate in support of our aggressive growth targets. 

Job Duties and Responsibilities:

• Be a trusted operational guardrail: Partner deeply with Global Operations to define and maintain strict consistency across processes, preventing regional drift or siloed operations while ensuring global standards support EMEA growth.
• Establish and govern the Operating Rhythm: Maintain and govern the "operating rhythm" of the CX organisation. Ensure critical cadences (e.g. Get Well Plans, Account Reviews, Path to Green reviews, and Leader Cadences) run effectively with 100% execution and high data quality.
• Drive Management System Optimisation: Act as the operational owner of the EMEA Customer First Management System. Working closely with the Global CX Operations team to translate strategy into predictable regional execution across three core pillars: KPIs, Standards, and Operating Cadences.
• Enable Cross-Functional Handoffs: Actively drive Customer First execution by working with operations peers to improve critical intersections. Optimise the handoffs and alignment between Sales, Renewals, Support, Professional Services, and Customer Success.
• Maintain Customer Lifecycle Visibility: Keep an uncompromised view of the broader customer lifecycle through every major phase: Purchase & Plan, Learn, Deploy & Adopt, Use & Grow, Renew & Expand, and Advocate.
• Mitigate Risk via "Path to Green": Oversee the execution and accountability of regional "Get Well Plans", tracking Churn Dollars Saved against regional worst-case boundaries to proactively transition at-risk segments back to health.
• Shift to Leading Metrics: Drive the regional shift from lagging performance indicators (Renewal & Expansion rates) to leading ones (Stakeholder Expansion, Outcome Attainment, Customer Health targets >80% Green, and Lead Pass generation).
• Provide Operational Muscle for Scaling: Evaluate operational experiments (e.g. Key Account initiatives) to test new methodologies, optimise workflows, and scale the organisation efficiently.
• Deliver Executive Read-outs: Prepare and lead comprehensive Monthly and Quarterly Business Reviews (MBR/QBR) for regional and global stakeholders, delivering a unified, metrics-driven narrative of EMEA performance.
• Manage Documentation Lifecycle: Own the quality, freshness, and accuracy of the internal documentation repository, including playbooks, customer asset standards (SBRs, MBRs, QBRs), and operational frameworks.
• Capacity and Coverage Planning: Drive and support the resource planning process to ensure effective and efficient coverage of top priority accounts aligning with aligned coverage strategies and priorities

Minimum Required Knowledge, Skills, and Abilities:

• Demonstrated experience and success in GTM operations, customer success operations, or revenue operations, preferably within a SaaS and Enterprise business model.
• Exceptional analytical and quantitative skills; good with numbers, highly logical in thinking, and capable of driving sound decision-making from complex data.
• Deep understanding of the end-to-end customer journey, the enterprise software lifecycle, and business outcome attainment.
• Strong proficiency in leveraging AI tools and applications to drive operational efficiency, process automation, and data analysis.
• Outstanding collaboration and communication skills (both written and verbal), with a proven ability to partner with cross-functional teams, bridge gaps, and gain buy-in.
• A strong growth mindset with an appetite for constant improvement, change management, and navigating high-growth, performance-focused environments.
• Extreme attention to detail, specifically regarding data hygiene, governance, and operational rigour.
• Deep experience with CRM and CS platforms (e.g. Salesforce.com, Gainsight) and data visualisation/reporting tools.
• Proven track record of evaluating operational experiments and implementing successful learnings to optimise workflows.
• True team player who is comfortable working with both global and local stakeholders to unify strategies.

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