{"id":1354580,"url":"https://alion.io/job/lead-forensics-customer-success-operations-manager","title":"Customer Success Operations Manager","company":{"id":1777003,"name":"Lead Forensics","domain":"leadforensics.com","url":"https://alion.io/company/leadforensics","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Management","role_family":"Management","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Portsmouth, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":35000,"max":50000,"currency":"GBP","period":"year","gross":null,"usd_annual":66269},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Power BI","optional":false}],"status":"live","first_seen_at":"2026-07-22T18:41:22Z","employer_posted_date":"2026-07-22","last_verified_at":"2026-10-01T03:01:30Z","board_verified":true,"closed_at":null,"days_open":71,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":71},"description":"Operations Analyst\nSalary: £35,000 - £50,000\nLocation: Portsmouth (Hybrid working)\nWorking Hours: Monday to Friday\nBenefits\n25 days holiday plus Bank Holidays\n\nDedicated budget for self-development\n\nProgression and development opportunities\n\nHybrid working arrangement\n\n2 paid charity volunteering days\n\nRole Summary\nAs 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.\nYour 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.\nKey Responsibilities\nCRM & Systems Management:\nOversee and manage the Customer Success CSP (Planhat), ensuring data integrity and usability for all stakeholders.\n\nMaintain and refine data structures, fields, and workflows to support efficient CS operations.\n\nIdentify and address data gaps or inconsistencies, and support system upgrades and feature rollouts.\n\nReporting & Analytics:\nBuild, maintain, and optimize Power BI dashboards and reporting suites.\n\nDeliver regular and ad-hoc reporting to Customer Success leadership.\n\nEnsure consistent definitions and tracking of key metrics (churn, retention, expansion).\n\nProvide insightful analysis to support data-driven decision-making.\n\nOperations & Enablement Support:\nSupport Operations and Enablement teams with reporting needs, data analysis, and process enhancements.\n\nHelp define and monitor KPIs across the Customer Success function.\n\nAssist with onboarding new processes and tools.\n\nCross-Functional Collaboration:\nPartner with Customer Success, Sales, Marketing, Finance, and Internal Systems teams to align and integrate data across the business.\n\nServe as the primary contact for reporting and CRM-related inquiries.\n\nSupport business initiatives requiring Customer Success data.\n\nSelf-Management:\nIndependently manage multiple priorities and deadlines while effectively collaborating with colleagues.\n\nProactively identify opportunities to improve reporting, systems, and processes.\n\nRequired Skills & Experience\nProficiency or working knowledge of Power BI\n\nExperience managing and working within CRM systems\n\nDemonstrated ability to build and maintain dashboards and automated reporting tools\n\nStrong data manipulation and analysis skills\n\nHigh attention to detail and commitment to data accuracy\n\nExperience with SaaS Customer Success metrics (churn, retention, NRR, expansion)\n\nAbility to translate complex data into actionable insights\n\nStrong stakeholder management and communication skills\n\nExcellent self-organisation and time management\n\nCommercial awareness\n\nReady to take the next step in your career and drive Customer Success at Lead Forensics? Apply today!\n#CustomerSuccess #PowerBI #Hiring #CSUK","description_format":"text","description_chars":3217,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Development","E-learning","B2B Commerce"],"lifecycle":[{"event":"open","at":"2026-09-27T21:48:29Z"}],"liveness":{"score":10,"band":"cold","label":"Long shot","p_open":1,"p_active":0.371,"p_room":0.28,"age_days":70,"expected_fill_days":30,"reasons":["conf:2","win:tail","crowd:"],"computed_at":"2026-10-01T05:45:00Z"},"pay":{"stated_usd_annual":66269,"is_top_pay":false},"html_url":"https://alion.io/job/lead-forensics-customer-success-operations-manager","json_url":"https://alion.io/job/lead-forensics-customer-success-operations-manager.json","meta":{"generated_at":"2026-10-01T20:01:38Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2741,"day_limit":5000,"remaining_today":2259,"minute_limit":60,"resets_at":"2026-10-02T00:00:00Z"}}}