Customer Operations Manager - Native English speaker I London

About us

Every company that scales lives or dies by its procurement function. It manages the vendor relationships that keep operations running, the financial guardrails that prevent overspend, and the supply chain resilience that determines whether a company survives a crisis or folds under one. And yet, the people doing this work spend 80% of their time in spreadsheets. Not because they lack ambition, because the tools haven't changed in 25 years.

Pivot is building the AI operating system for procurement: enterprise-grade infrastructure that hands the manual grind to AI agents so procurement teams can do what they were actually hired to do, shape the strategic future of their companies. Our platform combines intake, approvals, vendor management, invoice matching, and ERP integrations in a single AI-native platform.

We've lived this frustration firsthand. We built Pivot because we couldn't find what we needed, and because we believe procurement shouldn't be the last function to enter the AI era. It should be the first.

The adventure started mid-2023 with three founders, former C-levels from fintech unicorns (Qonto and Swile) and highly experienced engineers from top-notch tech companies. We’ve since raised $40M in a Series B round, totaling our funding to $70M, coming from tier-1 investors. We’ve built a team of 70, are operating across 25+ countries, and are trusted by enterprise leaders like DoorDash, Lemonade, Wolt, and Flix

We're looking for smart, execution-driven people who care about building something exceptional.

Your role

Join us as a Customer Operations Manager and lead the delivery of Pivot’ implementation for Enterprise customers (+5,000 employees). You will combine structured problem-solving, stakeholder management, and AI-enabled delivery to accelerate time-to-value.

Key responsibilities

• Pre-sales engagement

  • Partner with the Sales team during the pre-sales phase on implementation scope and timeline questions, helping shape realistic delivery commitments before deals close

• Post-sales engagement:

  • Tailored client set-up: capture new Enterprise client needs and data to design bespoke configurations, ensuring our solution meets the complex requirements of clients with 5,000+ employees

  • Own end-to-end delivery of Pivot’s implementation

  • Configure Pivot platform based on clients context and setup all the required integrations (e.g., HRIS, ERP) - with support from the tech team

  • Structure complex business problems into tailored and scalable solutions

  • Lead executive workshops (Procurement and Finance Directors)

  • Coordinate cross-functional teams (Tech, Product, CSM) on integrations and custom workflows

  • Conduct onboarding sessions and comprehensive training for users, making their transition to our platform as smooth as possible

• Product collaboration:

  • Act as the voice of our customers within the company, leveraging insights to steer the development of new features and product improvements

• Process building and documentation:

  • Innovate and refine scalable operations processes and documentation that grow with our client base, maintaining efficiency and quality

Your Mindset

• A relentless doer who prioritises customer success above all

• A solver who sees every challenge as an opportunity

• A relationship builder who values strong connections with customers

• A growth-minded individual eager to scale with a dynamic company

• A team player keen on collaborating closely with product and engineering to shape our future

Requirements

• You have a Master’s Degree in Business or Engineering

• You have 6/8 years of experience in project management within a scale-up or consulting firm

• You have experience in deploying SaaS solutions for Enterprise clients (5,000+ employees) with complex, tailored configurations

• You have excellent communication & presentation skills and strong client-facing & project management skills

• You are proactive, able to prioritise, and willing to thrive in our rapidly growing startup environment and contribute energetically to our collective success

• You have a strong passion for ensuring customer success, with a keen focus on quickly delivering and maintaining exceptional standards

• You pay close attention to details, an excellent listener, and a valuable team member

• You build trusted relationships with a deep sense of empathy and dedication

• You are able to adapt to a rapidly changing product and respond strategically to customer needs

• You are a native English speaker

• Nice to have: familiarity with AI tools and no-code platforms (e.g., N8N)

What you will get (London)

• A competitive salary package plus equity (ESOP)

• Pension plan

• Private medical insurance

• 25 days of annual leave + 8 public holidays

• Enhanced sick leave

• 2 days of remote work per week

• The richness of a multicultural and international team (more than 15 nationalities).

• A unique chance to grow with a fast-scaling innovator