Customer Success Operations Manager
Confirmed on the employer's own hiring board on Oct 1, 2026. First seen by Alion on Jul 22, 2026.
Operations Analyst
Salary: £35,000 - £50,000
Location: Portsmouth (Hybrid working)
Working Hours: Monday to Friday
Benefits
25 days holiday plus Bank Holidays
Dedicated budget for self-development
Progression and development opportunities
Hybrid working arrangement
2 paid charity volunteering days
Role Summary
As the Customer Success Operations Manager at Lead Forensics, you will play a pivotal role in optimising our Power BI reporting suite and managing our Customer Success CRM/CSP (Planhat). Your work will empower the Customer Success, Operations, and Enablement teams through high-quality, reliable, and actionable reporting.
Your primary responsibility will be to create, maintain, and continuously improve our reporting frameworks, ensuring visibility into key performance metrics such as retention, churn, expansion, and activity tracking. You will balance independent work with collaborative projects, managing multiple priorities, contributing to cross-functional initiatives, and maintaining data accuracy across all systems.
Key Responsibilities
CRM & Systems Management:
Oversee and manage the Customer Success CSP (Planhat), ensuring data integrity and usability for all stakeholders.
Maintain and refine data structures, fields, and workflows to support efficient CS operations.
Identify and address data gaps or inconsistencies, and support system upgrades and feature rollouts.
Reporting & Analytics:
Build, maintain, and optimize Power BI dashboards and reporting suites.
Deliver regular and ad-hoc reporting to Customer Success leadership.
Ensure consistent definitions and tracking of key metrics (churn, retention, expansion).
Provide insightful analysis to support data-driven decision-making.
Operations & Enablement Support:
Support Operations and Enablement teams with reporting needs, data analysis, and process enhancements.
Help define and monitor KPIs across the Customer Success function.
Assist with onboarding new processes and tools.
Cross-Functional Collaboration:
Partner with Customer Success, Sales, Marketing, Finance, and Internal Systems teams to align and integrate data across the business.
Serve as the primary contact for reporting and CRM-related inquiries.
Support business initiatives requiring Customer Success data.
Self-Management:
Independently manage multiple priorities and deadlines while effectively collaborating with colleagues.
Proactively identify opportunities to improve reporting, systems, and processes.
Required Skills & Experience
Proficiency or working knowledge of Power BI
Experience managing and working within CRM systems
Demonstrated ability to build and maintain dashboards and automated reporting tools
Strong data manipulation and analysis skills
High attention to detail and commitment to data accuracy
Experience with SaaS Customer Success metrics (churn, retention, NRR, expansion)
Ability to translate complex data into actionable insights
Strong stakeholder management and communication skills
Excellent self-organisation and time management
Commercial awareness
Ready to take the next step in your career and drive Customer Success at Lead Forensics? Apply today!
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