Manager of Customer Operations

• We’re looking for a Manager of Customer Service Operations to own the operational backbone of our global Go-to-Market engine
• You’ll sit at the intersection of Sales, Finance, Legal, and Customer Success — making deals close faster, customer onboarding smoother, and revenue flow cleaner
• This is an opportunity to make operational excellence a genuine competitive advantage for a fast-scaling, global software company
• Own the integrity of the company’s bookings process end-to-end, enforcing the controls that protect revenue accuracy and support audit readiness
• Drive accurate, timely billing across License, Subscription, and Professional Services contracts, reducing errors and accelerating cash collection
• Champion the end-to-end Quote-to-Cash process and track KPIs (SLAs, backlog, billing accuracy, cycle times), eliminating friction across CRM, CPQ, and ERP systems and translating performance data into decisions
• Manage the customer lifecycle from signature to separation — coordinating onboarding (license provisioning, welcome workflows, SLA tracking) and offboarding (contract termination, license revocation, final billing)
• Own license operations across customer provisioning, demo environments, and partner enablement, and partner with Sales and Customer Success on renewal quote production so no renewal falls through the cracks
• Manage channel order processing and partner license fulfillment for the reseller and distributor ecosystem
• Serve as the operational backbone for Sales, CS, and Finance — triaging and resolving support requests against SLAs that mean something, while providing sound judgment on non-standard terms, pricing exceptions, and commercial edge cases
• Act as the senior point of escalation for billing disputes, provisioning failures, and partner issues, and support the design and delivery of training programs that scale with the business
• Manage and develop a team of 2 operations professionals across global markets, coaching and building a team people are proud to be part of
• Lead cross-functional improvement initiatives with Transformation, IT, RevOps, and Finance to drive automation, and champion data integrity and audit/internal control documentation across operational workflows

Benefits

• Flexible working
• Life insurance
• Critical illness cover
• Income protection
• Pension plan
• Maternity & Paternity leave
• Car allowance
• Job training and professional development
• 22 days holiday (excl. bank holidays)
• Work from home opportunities
• Health insurance

• Proven leadership experience in a fast-scaling software or SaaS environment, with a track record of building high-performing operations teams
• Master’s degree or equivalent experience in Business, Finance, or Operations
• Strong Salesforce expertise; familiarity with NetSuite, Zuora, Conga, SFDC CPQ, or comparable ERP/billing tools is a plus
• Deep understanding of the Quote-to-Cash cycle and the levers that drive revenue accuracy and efficiency
• A genuine ownership mindset and structured project management skills, comfortable running multiple workstreams in a high-pace environment
• Exceptional communication skills across all levels, from CFO to junior analyst
• Partner/channel operations experience — familiarity with reseller or distributor ecosystems is a strong plus