Customer Success Ops Manager

About the role

Reporting to: Stefan Potgieter, Global VP of Customer Location: UK or EU Remote Interviews: 3 Stages Start Date: ASAP More info: See FAQ below, our candidate hub, or reach out to recruitment@adthena.com What you'll do at Adthena As CS Operations Manager, you'll own the systems, processes, and data infrastructure that enable Adthena's Customer Success and Account Management teams to operate at scale. You will turn fragmented tooling and reactive workflows into a connected, insight-driven engine that helps CSMs and AMs know where to focus, when to act, and why. This role exists because we have built the foundations of our CS platform stack - Planhat, Salesforce, Pendo, and Fluint - but the data isn't yet automatically integrated, the signals aren't surfacing proactively, and the team is spending too much time managing the systems rather than being guided by them. You will fix that. Longer term, this role will be central to designing and standing up a low-touch or tech-touch CS model that allows Adthena to serve customers without scaling headcount proportionally. AI and automation tooling will be central to how that model gets built. You will sit within the CS department but work in close partnership with the RevOps Manager, Marketing Operations Manager, and Commercial Platform Executive to ensure data flows and processes are aligned across the GTM function. Along with the other ops personnel, you will have a strategic dotted-line relationship with senior leadership (CCO or CTO). This is not a reporting-and-admin role. It is a systems-thinking, data-integration, and process-design role with direct commercial impact on GRR and NRR. You are: A systems thinker who can audit a fragmented tech stack and design a unified, proactive architecture Experienced in Planhat, Gainsight, or a comparable CS platform at an advanced, configuration-level Confident working independently with clear strategic direction, but without hand-holding on execution Analytically strong - you can connect data across platforms and turn it into actionable signals Pragmatic about simplicity: you know that over-engineered processes don't get adopted Excited by the shift from high-touch to scalable CS models and have helped teams navigate that transition Comfortable evaluating AI and automation tooling critically - you know where it adds genuin

Benefits

Additional Information

Our Mission Join us in shaping the future of paid search intelligence. Adthena is an award-winning search intelligence platform powered by patented AI technology and a team of dedicated experts. We help brands, marketers, and agencies dominate their competitive landscapes with unparalleled insights into the paid search market. Our Whole Market View, Smart Monitor, and Local View solutions give clients the clarity to optimize spend, increase ROI, and stay ahead of the competition. Trusted by global brands like Citibank, L'Oréal, and Volvo, and backed by Updata Partners, we've been redefining search intelligence since 2012. In 2025, Adthena continued its winning streak, earning 8 major search industry awards. Highlights include Best AI Search Software Solution at the US Search Awards, Best Search Software Tool at the European Search Awards, and Best Software Innovation at the Global Search Awards. Ready to make an impact in an industry-leading company? Let's do it together. Why Join Us? We offer the best of both worlds: the maturity and stability of a well-established company combined with the energy, agility, and impact of a scaling tech organisation. If you've been hesitant about joining a typical tech company due to concerns about chaos, fragility, or volatility, Adthena is your answer. We're smaller than large-scale enterprises, offering more autonomy, less red tape, and accelerated growth. Here's what we offer: Strong Culture: Our quarterly surveys show a 93% average approval rating for company culture, with an overall eNPS of 27. Award-Winning Product: US 2025 Search Awards for Best AI Search Software Innovation Stock Options: Our employees do incredible work, so as we grow, everyone shares the rewards. Trust-Based Vacation: Take as much time off as you need, when you need it. Remote-First: 52% of Adthenian's work fully remote, with others choosing Hybrid Work at our 3 Geohubs (London, Austin, Sydney). Flexible Work: Work how and where you do your best, with full autonomy over your day. Career Growth: Bespoke training and career development via "Sherpa plans" to guide your growth. Monthly Hackdays & Training Days Family Care Package: Up to 6 months fully paid maternity leave, and 2 months paternity leave. Home Office Stipend: $200 for your ideal remote setup. Swag Welcome Gift: $70 credit to grab some merch. Birthday Day Off: Celebrate your special day. Regular Socials: Summer & Christmas parties, annual and quarterly offsites, monthly meet-ups. See here for more info. Volunteer Days: Make a difference with paid volunteer time each quarter. See here for more info.

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