Customer Success Operations Manager

Company Mission

Payhawk is a leading global spend management solution for scaling businesses. Headquartered in London and combining company cards, reimbursable expenses and accounts payable into a single product; its future-facing technology enables finance teams to control and automate company spending at scale.

The Payhawk customer base includes fast-growing and mature multinational companies in 32 countries including LuxAir, Quantive, and Wagestream. With offices in New York, London, Berlin, Munich , Barcelona, Paris, Amsterdam, Vilnius and Sofia; Payhawk is backed by renowned investors such as Lightspeed Venture Partners, Greenoaks, QED Investors, Bek Ventures and Eleven Ventures.

Our values include supporting flat hierarchies, taking ownership and responsibility, seeking and providing feedback, managing constructive critique, and speaking our minds. We understand that the best ideas don’t all come from the same place, so we encourage diversity and inclusion in all areas of our work.

The future of fintech is about more than money, and we believe in work-life balance, continual learning, and empowered teams. We’re also on a journey to measure and improve our environmental and social impact. From virtual cards to digital subscriptions, our software and automation help take paper out of the equation for our customers, too.

We’re changing the world of payments, and we’re looking for an exceptional team to help us. 

About the role

We are seeking a highly driven and proactive Customer Success Operations Manager to own and optimise the systems, processes and communications that power our Customer Success organisation. This role is about being a design partner to leadership, challenging assumptions, bringing forward innovative solutions and driving continuous improvement. You will play a pivotal role in ensuring the processes, tooling and data which power our Customer Success and Implementation Management functions deliver meaningful impact to both customers and the business

Key Responsibilities

• Own and optimise Intercom: Take full responsibility for our Customer Support platform, ensuring configuration and performance improvements that reduce resolution times, increase customer satisfaction, maximise AI-driven resolutions, and minimise costs.
• Challenge and deliver: Act as a thought partner with senior leaders to scope and execute improvements that enhance customer experience and operational efficiency across key processes such as onboarding, optimisation, and churn management.
• Drive communications: Build scalable, repeatable processes for customer communications, enabling the team to deliver timely, targeted, and impactful messaging.
• Automate with intent: Design and implement automations to streamline operations and create proactive customer engagement moments that drive revenue and improve customer experience.
• Measure and improve: Define, track, and report on key performance metrics for communications, workflows, and processes, using insights to continuously improve outcomes for customers and the business.

Key Requirements

• Proven track record: Demonstrated experience in Customer Success Operations, RevOps or a similar role within a high-growth SaaS or B2B environment.
• Data and process skills: Ability to self-serve data, analyse customer behaviour, and measure impact to inform decision-making.
• Tooling expertise: Hands-on experience managing and optimising customer support platforms (e.g. Intercom, Zendesk) and knowledge of CRM systems (e.g. Salesforce).
• Automation mindset: Familiarity with workflow automation tools (e.g. Zapier or n8n) and a passion for streamlining processes and driving efficiency.
• High ownership and accountability: A proactive self-starter who takes initiative, challenges the status quo and drives projects forward with minimal direction.
• Strong communicator: Excellent collaboration and communication skills with the ability to influence stakeholders and align teams around initiatives.