About the Role:
Edinburgh is a growing centre for digital business, ecommerce, and customer-focused technology services. At Mail Bazar Digital Ltd, we support that growth by helping businesses improve customer communication, streamline service operations, and create smoother digital customer experiences.
We are looking for a Customer Success Operations Manager who can take ownership of customer success processes, service performance, reporting, and operational improvements. You are not just managing customer accounts; you are building the systems, workflows, and standards that help customers receive consistent, reliable, and professional support.
You will work closely with customer success teams, sales, support, operations, and internal stakeholders to improve retention, customer satisfaction, onboarding, reporting, and service delivery. This role is ideal for someone who is organised, commercially aware, data-driven, and confident in improving customer-facing operations.
Key Responsibilities:
Customer Success Operations: Manage and improve the day-to-day processes that support customer onboarding, account management, renewals, service reviews, and customer communication.
Process Improvement: Identify gaps in customer success workflows and implement practical improvements that increase efficiency, consistency, and customer satisfaction.
CRM and Reporting: Maintain accurate customer data, track key performance indicators, prepare reports, and use CRM insights to support better business decisions.
Customer Retention: Support customer retention strategies by identifying risks, monitoring engagement, and helping teams take action before issues affect customer relationships.
Team Coordination: Work with customer success, support, sales, and operations teams to ensure customer requests, escalations, and follow-ups are handled properly.
Service Standards: Create and maintain clear procedures, templates, and service guidelines to ensure a consistent customer experience.
Stakeholder Management: Present operational updates, performance trends, and improvement recommendations to internal management.
What We Are Looking For:
Experience: Previous experience in customer success, customer operations, account management, service delivery, or business operations is preferred.
Operational Skills: Strong understanding of customer workflows, CRM systems, reporting, onboarding processes, and service performance tracking.
Problem-Solving: You can identify operational issues, understand the root cause, and create practical solutions that improve both customer experience and team efficiency.
Communication: You can communicate clearly with customers, internal teams, and management. You are confident explaining processes, updates, and recommendations.
Organisation: You can manage multiple priorities, track deadlines, maintain accurate records, and ensure follow-ups are completed on time.
Mindset: You are proactive, customer-focused, and commercially aware. You understand that strong customer operations help protect revenue, improve satisfaction, and support long-term business growth.
Pay: £4,700.00-£5,100.00 per month
Work Location: In person
