Senior Customer Success Operations Manager, EMEA

Talon.One, an Adyen company, is the most powerful incentives engine that unifies loyalty, personalized promotions and offer management into a single platform.

Built for enterprise scale and security, Talon.One helps businesses design and deliver incentives that drive real customer behavior.

Today, over 300 of the world’s most-loved brands including Sephora, Gymshark and Costa Coffee work with Talon.One to turn their incentives into a reliable growth engine.

ABOUT THE ROLE:

Talon.One is seeking an experienced Senior Customer Success Operations Manager to support the growth and operational effectiveness of our global Post Sales organization. This role will serve as a dedicated strategic and operational partner to the VP of Customer, working closely with Post Sales leadership to translate organizational priorities into execution, improve team productivity, and drive customer retention and growth. It will focus on driving operational discipline through structured forecasting, performance analytics, and project coordination. You will work closely with Customer Success Managers, Technical Account Managers, and cross-functional teams to identify opportunities for improvement, establish scalable processes, and provide the insights and operational support needed to deliver exceptional customer outcomes.

Reporting to the Head of Revenue Operations, you will also contribute to broader RevOps initiatives, ensuring Customer Success priorities remain aligned with Talon.One's commercial strategy.

This is a full-time role based in Berlin, Germany.

ABOUT THE TEAM:

You will be joining our Revenue Operations team, a central pillar of Talon.One's global go-to-market strategy. They serve as strategic partners to Sales, Customer Success, Marketing, and Leadership, ensuring our revenue engine is scalable, data-driven, and aligned across regions. As a cross-functional team with a global remit, we work collaboratively across time zones to streamline systems, surface insights, and optimize processes across the entire customer journey. Our mission is to empower revenue teams with the tools, data, and workflows they need to drive predictable growth, make smarter decisions, and deliver world-class customer experiences.

ONCE YOU ARE HERE YOU WILL:

• Drive effective Customer Success capacity and account coverage planning, partnering with CS leadership to optimize portfolio assignments, workload distribution, and CSM productivity
• Own the retention, renewal, and churn forecasting rhythm, partnering with CS leadership to build visibility into customer health, churn risk, and renewal outcomes through structured account reviews
• Analyze customer lifecycle performance to identify drivers of retention, churn, and expansion, and partner with CS leadership on initiatives that improve outcomes and accountability
• Define and own the QBR process end to end, including cadence and structure, and support Customer Success Managers in building strong QBR decks and data
• Lead program management for the Post Sales team, tracking progress against OKRs, coordinating team-lead meetings, and keeping cross-functional initiatives on track
• Identify operational inefficiencies by partnering closely with CSMs, and translate what you find into scalable processes, working with the Salesforce admin team to bring changes to life
• Own the operational framework for the customer lifecycle, including onboarding, adoption, health scoring, renewal management, and segmentation, ensuring consistent execution across Customer Success, Sales, and other functions

WHAT WE NEED YOU TO BRING TO THE TABLE:

• Background in post-sales or customer success operations, whether you moved into ops from a CSM role or have built CS Ops processes directly
• 6+ years of experience in Customer Success Operations or a closely related post-sales function within a SaaS or technology company, including at least 2 years in a senior role
• A bachelor's degree in Business, Finance, Operations, or a related field, or equivalent practical experience
• Strong working knowledge of Salesforce, with the ability to interpret CRM data and clearly translate the process or automation changes you need to a technical admin team
• Demonstrated experience owning customer lifecycle management, retention, and renewal forecasting, and customer health measurement
• Experience with CS capacity planning, account segmentation, and operational performance reporting
• Advanced Excel skills and a strong analytical mindset, ideally including experience preparing QBR data and materials
• Excellent communication skills, with a track record of influencing stakeholders across functions

WHAT'S IN IT FOR YOU:

• Adyen+, a significant monthly allowance to spend on whatever matters most to you and your wellbeing
• 28 days of paid annual leave
• €115 monthly commuting allowance when you join us in the office 3 days per week
• 25% employer contribution to your pension
• Annual all-company gathering at Adyen’s headquarters in Amsterdam, plus regional team events throughout the year
• Opportunity to connect in person at Adyen offices across 29 locations worldwide