Senior Customer Operations & Systems Manager

The Opportunity 

Are you searching for an opportunity to play a key role in driving the dramatic growth of a highly successful software company? 
 
Poppulo is the global leader in the field of software solutions for Employee Communications. We are a fast-paced company with an entrepreneurial and dynamic culture focused on the power of people, both within Poppulo and our customer base. Poppulo offers a dynamic environment with driven, smart and flexible individuals, who thrive on challenges and responsibility.   

The Opportunity

As the Senior Customer Operations & Systems Manager at Poppulo, you will be the operational backbone of our Customer Success organization, driving data-driven decision-making and optimizing systems to enhance efficiency, retention, and growth. This role is pivotal in developing and refining customer success processes, technology adoption, and reporting frameworks to ensure proactive engagement and business impact. 

With a strong focus on data analytics, process optimization, and system management, you will provide insights that shape strategic initiatives and drive operational excellence across the customer lifecycle. This role requires a leader with an analytical mindset, deep expertise in CRM platforms (Salesforce), BI tools (Power BI), and automation, and the ability to scale processes to support customer success, professional services, and renewals. 

Key Responsibilities 

Data-Driven Strategy & Insights 

• Own and deliver key performance metrics across the Customer Success lifecycle, including onboarding efficiency, customer retention, NPS, churn risk assessment, adoption trends, and revenue expansion opportunities. 

• Leverage predictive analytics, segmentation models, and customer health scoring to proactively identify risks and opportunities. 

• Develop and maintain real-time dashboards, reports, and operational insights to inform strategic decisions for Customer Success leadership. 

• Drive data governance and ensure consistent and reliable customer data across all reporting and analytics platforms. 

Customer Systems & Technology Management 

• Own and optimize key platforms including Salesforce, OpenAir, Power BI, and other customer success tools, ensuring seamless integration and usability across teams. 

• Define system enhancements, automation workflows, and process efficiencies to improve customer interactions and internal collaboration. 

• Lead requirements gathering, implementation, and administration of tools and technologies to support the Customer Org. 

• Partner with IT and Engineering to manage system enhancements, integrations, and new technology rollouts that improve operational efficiency. 

Operational Excellence & Process Optimization 

• Lead the operational framework for Customer Success, ensuring consistent execution of QBRs, playbooks, customer success plans, and retention strategies. 

• Streamline escalation management, renewal workflows, and cross-functional coordination to improve response times and resolution effectiveness. 

• Standardize and scale best practices in customer engagement, lifecycle management, and proactive support through technology and automation. 

• Partner with Enablement & CS Leaders to drive QBR coaching, process improvement initiatives, and data-backed decision-making across the organization. 

Cross-Functional Collaboration & Leadership 

• Act as the bridge between Customer Success, Professional Services, Renewals, Sales, and Finance, ensuring alignment on data, reporting, and customer insights. 

• Collaborate with internal and external stakeholders to roll out customer success programs, new product offerings, and operational enhancements. 
• Provide strategic insights and recommendations to senior leadership based on data trends, customer behaviors, and operational performance. 

Technical Skills & Competencies 

• 5+ years of experience in a customer success operations, business intelligence, or customer systems role, ideally within SaaS. 

• Strong expertise in data analysis, reporting, and visualization tools (Power BI, Tableau, SQL). 

• Advanced knowledge of Salesforce (configuration, reporting, workflows, and integrations). 

• Proven ability to drive customer success initiatives, process automation, and operational efficiencies using data-driven strategies. 

• Experience working with predictive analytics, customer segmentation, and automation workflows to drive customer engagement. 

• Exceptional communication and stakeholder management skills, with the ability to influence at all levels. 
• Highly organized and detail-oriented, with the ability to scale processes and optimize operations in a high-growth environment. 

 Why Us?  

• An excellent workplace culture 
• Competitive salary 
• Company performance-related bonus 
• Medical insurance 
• Flexible working hours 
• Educational assistance 
• In-house soft skills training 

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