Customer Success Operations Manager

Customer Success Operations Manager

BTSE is a specialized service provider dedicated to delivering a full spectrum of front-office and back-office support solutions, each of which are tailored to the unique needs of global financial technology firms. BTSE Group is a leading global fintech and blockchain company that is committed to building innovative technology and infrastructure. BTSE empowers businesses and corporate clients with the advanced tools they need to excel in a rapidly evolving and competitive market.

We're looking for a Customer Success Operations Manager to build, scale, and optimize our post-sales operational discipline. This role is critical in designing clean systems, establishing consistent processes, and ensuring our data provides strategic visibility into business performance. You won't just be enforcing processes—you'll be designing and improving them. This role is best suited for someone who is highly analytical, strategic, and capable of leading operational initiatives to enhance team efficiency and cross-functional alignment.

Responsibilities:

• Drive operational strategy: Design and implement processes that improve the efficiency and scale of the Customer Success team.
• Own data hygiene and architecture: Oversee the CRM and internal tools, ensuring data structure supports advanced reporting and accuracy.
• Build and analyze dashboards: Develop complex operational dashboards to track KPIs, uncover trends, and deliver actionable insights to leadership.
• Cross-functional alignment: Partner with Sales Ops, Product, and Finance to ensure consistent workflows across the customer lifecycle.
• Deliver strategic reporting: Provide leadership with deep-dive performance analysis, forecast modeling, and gap identification.
• Manage workflow documentation: Establish the gold standard for internal documentation and reporting practices.

Requirement:

• 4-6+ years of experience in Business Operations, CS Ops, Revenue Operations, or a similar data-heavy strategic role.
• Advanced proficiency in data visualization and BI tools (e.g., Looker, Tableau) and Excel/Sheets.
• Strong administrative and architectural familiarity with CRM systems (Salesforce, HubSpot, etc.).
• Proven track record of designing and implementing cross-functional processes.
• Highly strategic mindset with the ability to translate data into actionable business recommendations.
• Excellent stakeholder management skills and ability to operate independently.

Nice to have:

• Experience in crypto, fintech, or a B2B SaaS company.
• Experience with automation tools (e.g., Zapier, Make).
• Familiarity with SQL or Python for data querying.

Perks & Benefits

• Competitive total compensation package
• Various team building programs and company events
• Comprehensive healthcare schemes for employees and dependants
• And many more! Apply and let us tell you more!