Customer Success Operations Lead (Fixed-Term Contract)

CloudM is an award-winning SaaS platform headquartered in Manchester, with offices in London and Varna (Bulgaria), and customers in 107 countries. We help over 35,000 organisations including LinkedIn, Uber, Netflix, Booking.com, and Spotify, get the most out of Google Workspace and Microsoft 365, through three core products: Migrate, Automate, and Continuity.

From IT admin and onboarding to archiving and migrations, CloudM takes the complexity out of SaaS data management so our customers can focus on what matters. Backed by Marlin Equity Partners, we've grown from humble Manchester beginnings into a global business with a team of over 70 brilliant people across the UK and Europe.

If you share our ambition, we'd love you to be part of it!

Role Overview:

CloudM is evolving how it runs Customer Success. The strategy is set and the structure is in place; what is needed now is someone to land it. Take playbooks from draft to applied. Coach the CSM team through new ways of working. Keep delivery on track.

This is an implementation role. Not strategy, not customer-facing CSM, not technical systems build. The person we are hiring makes the operating model stick.

Responsibilities:

• Playbook design and documentation: Author the playbooks the CSM team will operate to - including renewal, customer save, onboarding, business reviews, customer communications, escalation, and stakeholder coverage. Ensure each playbook has a defined owner, a clear system of record, and a measurable definition of success.

• Rollout coordination: Drive the new operating model from design into applied state. Manage dependencies across Revenue Operations, Product, Growth, Marketing, and Partner Strategy, and sequence the work so the team is never blocked waiting on others.
  

• Coaching and adoption: Track which behaviours are landing and which aren't. Coach the CSM team through the changes and surface gaps before they become problems.
  

• KPI rollup and reporting: Own the operational KPIs that measure how well the operating model is being executed. Compile monthly reports and report quarterly to the Senior Leadership Team.
  

• Implementation plan ownership: Maintain the live implementation plan as decisions evolve and dependencies shift. Own the critical path and keep it visible.
  

• Cross-functional liaison: Act as the Customer Success counterpart to peers in Revenue Operations, Product, Growth, and Marketing. Spot blockers early and resolve them before they slow delivery.

Skills and Experience:

Key Skills

• Hands-on experience building or rebuilding a Customer Success function within a SaaS business of a similar scale (50–200 people, sub-£20M ARR)

• Fluent in the mechanics of Customer Success; renewal cycles, expansion opportunities, and churn diagnostics and can hold your own in commercial conversations

• You've taken a Customer Success playbook from blank page to live practice, whether that's onboarding, renewals, save motions, or comparable frameworks

• Owned NRR or GRR targets and understand the levers that move them

• Comfortable working across a modern CS tech stack, including CRM, quote management, and product analytics tools

• Strong written communication: your playbooks get read and actually get used

• Comfortable using AI tooling as a genuine force multiplier in your day-to-day work

Desirable Skills

• Operated in a partner-led go-to-market motion

• Customer Success Operations or Strategy and Operations background

• Programme management experience inside a SaaS scale-up

CloudM Culture:

We are a company consisting of old hands and new faces, all with a passion for technology’s power to simplify. We are developers, designers, marketers and innovators. We are constantly trying new things, and sometimes getting it wrong. Which is good, as innovation never came from perfection. We work quickly to keep pace with the industry we’re in. We’re proactive, not reactive, and have been that way since day one.

Our core values are key to everything we do:

🚀 Innovate & Inspire - We move fast; achieving results through focused, proactive problem-solving.

👥 Connect & Collaborate - We recognise the power of synergy, teamwork and inclusivity in reaching our goals.

🫶🏼 Respect & Recognise - We celebrate each individual's contribution, fostering a culture of trust and recognition.

But most importantly we’re a team. Here at CloudM, it’s about balance. As long as you’re driven, ambitious and can get the job done we will respect the outside lives of our employees. That’s why everybody gets their birthday off (plus unlimited leave), cheap gym access, private healthcare, and plenty more.

CloudM is a remote-first organisation. This means we are not limited to one geographical location. We are committed to attracting and developing a diverse workforce, seeing individual differences as opportunities for innovation and growth. Our company is about culture-add, not culture-fit. 

What CloudM can offer you:

• Private healthcare including dental and optical care 🦷

• Company contributed pension (matched up to 5%) 💷

• Unlimited paid holiday 🌴

• Flexible working - we ask that you work during core hours (10-4) to help with collaboration, but outside of that you can work when suits you 😊

• 10 paid sick days 🤧

• Death in service, 4 times your annual salary 💔

• Employee Assistance Program (EAP) 📞

• Tech scheme (Salary sacrifice, CloudM can loan you up to £1,000.00 for tech equipment) 📱

• 10 Time to Learn days 🎓

• Birthdays off 🎁

• Opportunity to develop within a fast-growing tech business with an ambitious year-on-year growth trajectory 📈

• Market-leading parental leave policies 👶🏽

• Various wellbeing initiatives 🧘🏽‍♀️

• Exclusive access to discounts & rewards💸

• High-spec equipment (laptops, phones, etc.) 💻

• Working from home equipment budget 🏠

Location:

Remote-based role. However, within commutable distance to Manchester would be desirable for the odd team-building activity/meeting.

Contract Type:

Fixed term contract for an initial 6 month period, contract may be extended subject to performance and business need.

Flexible Working: 

We value work-life balance and are committed to fostering a supportive and flexible work environment. Our flexible approach aims to empower employees to achieve both personal and professional success.

Environmental & Social Responsibility:

Our business strives to progress our industry as a whole by treating our employees, community, and environment with respect.

We expect that all of our employees play their part in our social progression plans, whether that’s being part of our Culture Innovation Pod, playing a part in our DEI initiatives, participating in a charity support day, or simply following our advice on buying locally and considering the environment when booking a hotel or restaurant. Every bit counts.

Diversity and Inclusion Statement:

At CloudM, we look after each other and support everyone on our team. We are proud of our people-centred culture; our diversity brings us innovation and our commitment to inclusion drives us forward.

Apply Now:

If you share these values and would be interested in joining one of our teams, get in touch today!

Please use the link below to apply 🚀