As a Customer Success Operations Manager at PTV Logistics, you will be the strategic backbone of our customer success organization. You'll optimize processes, systems, and data infrastructure to enable our CS team to deliver exceptional customer value at scale. As the strategic partner to the VP of Customer Success, you will operationalize CS strategy, enable customer-facing teams through data analytics and insights, and ensure process excellence and operational control. This role is essential for driving efficiency, data-driven decision-making, and cross-functional alignment to support customer retention and growth.   

Data Analytics 

• Manage data infrastructure and deliver actionable insights to drive customer success strategy 
• Analyse customer data trends and develop intervention playbooks for at-risk accounts 
• Provide regular reporting to CS leadership on key performance indicators (KPIs) including health scores, engagement metrics, retention, and expansion 
• Oversee account assignments and book of business distribution to CSMs based on segmentation and capacity 
• Create and maintain dashboards to monitor customer lifecycle metrics and team performance 

Process Optimization 

• Develop and standardize the customer engagement framework across all customer segments 
• Maintain and update the CS Handbook, documenting processes, workflows, and best practices 
• Create customer-facing assets including success plans, playbooks, and enablement materials 
• Continuously identify opportunities to simplify processes and reduce administrative burden, improving team efficiency and effectiveness 

 
System Management 

• Maintain CRM (Dynamics) and related customer-facing systems, ensuring data integrity and proper integration with tech ecosystems 
• Serve as primary stakeholder and administrator for Customer Success platform 
• Document system configurations, workflows, and automation rules 
• Provide training and best practice guidance on technology tools for the CS team 
• Identify and implement automation opportunities to scale customer touchpoints 

 
People Enablement  

• Enable the CS team through process training, frameworks, and operational support 
• Collaborate closely with Revenue Operations and Sales Operations to ensure alignment on processes, data, and customer handoffs 
• Partner with Sales, Marketing, Product, and Support teams to integrate customer success efforts into the broader go-to-market strategy 

 
Strategic Planning 

• Advise on company-wide customer success strategy, ensuring operational decisions align with customer goals and business objectives 
• Design customer lifecycle journeys and define appropriate touchpoints (human-led and digital) throughout the customer journey 
• Conduct risk management analysis and develop mitigation strategies 
• Support revenue forecasting by providing data on renewals, expansion pipeline, and churn predictions