Senior Manager Customer Success Operations

We’re seeking a Senior Manager Customer Success Operations in EMEA to drive the execution and optimization of our global Customer Success (CS) framework. This role is a hands-on operational expert responsible for building optimizing and maintaining the processes and tooling that enable our Customer Success Managers (CSMs) to deliver scalable and predictable customer value across our enterprise base.

This is a highly technical and hands-on role where you will be the primary owner for the CS technology stack directly implementing and refining the operational infrastructure needed for efficient execution and long-term growth.

Responsibilities

• Process Design and Execution: Design implement and maintain efficient operational processes to support the Customer Success lifecycle ensuring consistency and predictability in onboarding health monitoring and renewal management.

• Customer Success Tooling Ownership (Deep Expertise): Serve as the deep subject matter expert for Customer Success platforms (Salesforce Slack Gainsight Totango or similar) and related CRM systems. This includes configuration workflow automation data integrity and end-user training.

• Performance Analytics and Reporting: Develop maintain and own key performance indicator (KPI) dashboards metrics and reports to monitor customer health flag risks and identify opportunities for expansion or efficiency gains.

To the extent required by state or local hiring regulations we will consider for employment any qualified applicant including those with arrest and conviction records in a manner consistent with the applicable regulation.

professional/education experience skills/abilities internal equity and budgetary considerations. In addition Hammerspace offers a broad range of health plans for medical dental vision life land disability. We also offer 401k plans and flexible time off. Applications will be accepted until the position is filled.

Hammerspace is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race color gender religion sex sexual orientation age disability military status or national origin or any other characteristic protected under federal state or applicable local law.