Customer Success Ops Manager

About Adthena

Adthena is an award-winning search intelligence platform powered by patented AI technology. We provide unparalleled insights into the paid search market, helping brands, marketers, and agencies optimize spend, increase ROI, and stay ahead of the competition. Trusted by global brands and backed by Updata Partners, Adthena has been a leader in search intelligence since 2012 and continues to be recognized with industry awards.

Why Join Us?

Adthena offers the stability of an established company with the energy of a scaling tech organization. We provide more autonomy, less red tape, and accelerated growth opportunities. Our culture boasts a 93% average approval rating, and we offer competitive benefits including stock options, trust-based vacation, a remote-first approach, flexible work, career development via "Sherpa plans," comprehensive family care, and regular social events.

About the Role

Reporting to: Stefan Potgieter, Global VP of Customer
Location: UK or EU Remote
Start Date: ASAP

As CS Operations Manager, you will own the systems, processes, and data infrastructure that empower Adthena's Customer Success and Account Management teams to operate at scale. You will integrate fragmented tooling and reactive workflows into a connected, insight-driven engine. This role is crucial for designing and implementing a low-touch or tech-touch CS model, leveraging AI and automation to enable scalable customer service.

You will sit within the CS department, collaborating closely with RevOps, Marketing Operations, and the Commercial Platform Executive to ensure GTM alignment. This is a strategic, hands-on role with direct commercial impact, focusing on systems thinking, data integration, and process design.

What You'll Do

Connect and simplify the CS tech stack: Audit and integrate Planhat, Salesforce, Pendo, and Fluint to create a single source of truth. Simplify complex configurations, build proactive alerting and workflows, and maintain data hygiene.
Build a proactive, scalable health and risk framework: Own the design and iteration of Adthena’s customer health score, moving from reactive to systematic early-warning processes. Build playbooks and ensure health data is accessible and meaningful.
Enable a future low-touch or tech-touch CS model: Design the operational blueprint for scalable CS tiers, evaluate AI and automation tooling, and build the internal case for transition.
Equip the CS and AM team with reporting and insights: Build dashboards for real-time visibility, produce accurate renewal forecasts, track core CS metrics, and surface expansion signals.
Own CS process design and adoption: Document and standardize core CS processes, drive adoption of Planhat and associated processes, automate manual tasks, and act as the internal SME for CS tooling.

Who We Look For

Required Experience:

• CS Operations Experience: 3+ years in CS Ops, RevOps, or Customer Operations within a B2B SaaS business.
• CS Platform Expertise: Hands-on experience with Planhat, Gainsight, or comparable CS platforms at a configuration/administration level (Planhat experience strongly preferred).
• Systems Integration: Proven experience connecting CS platforms with Salesforce, product analytics tools, and other data sources.
• High-Touch to Scaled Model Transition: Experience helping CS teams transition to low-touch or tech-touch models.
• Analytical Capability: Strong knowledge of CS metrics (GRR, NRR, health scoring, churn forecasting); ability to build dashboards and produce reliable reporting.
• AI and Automation Tooling: Practical experience using automation and AI tools (workflow automation, AI-analytics, LLM-based tooling) to reduce manual effort.
• Cross-functional Collaboration: Comfortable working across Sales, RevOps, Marketing Ops, Product, and CX; ability to influence without authority.

Nice To Have:

• Familiarity with the paid search or competitive intelligence landscape.

Our Core Values

• Get Shit Done
• Freedom with Responsibility
• Deliver Remarkable Quality
• Smart & Always Improving