As a Senior Customer Success Operations Manager (m/f/d) at Unite, you will enable predictable customer loyalty and sustainable growth by building and managing the operational customer service lifecycle structure. You will be responsible for configuring and continuously developing the customer service platform, ensuring that customer health insights are accurate and actionable, and driving adoption across the entire customer service organization. A key focus in the initial phase will be evaluating and selecting a suitable customer success management (CSM) tool, including defining requirements, conducting structured vendor evaluations, and building the platform infrastructure.

If you want to build something that truly matters and are looking for creative freedom, responsibility, and impact, then this role is perfect for you.

Are you ready to reinvent procurement? At Unite, we've been successfully working for over 25 years to improve purchasing in companies and public organizations – digitally, effectively, and sustainably, powered by technology with a purpose. Our procurement solution, "made in Europe," creates transparency, fairness, and true data sovereignty. It's continuously developed by over 700 international employees who think boldly, embrace responsibility, and celebrate diversity. If you truly want to make a difference, join us and help shape the future of procurement.

That's your job

• CS Lifecycle Process Design & Governance: You define and control standardized CS workflows across the entire customer lifecycle (onboarding, adoption, value realization, renewal, escalation and expansion), build CS playbooks and ensure consistent process adoption together with CS management.
• Customer Health & Insights: You are responsible for Customer Health Scoring in collaboration with Analytics/Planning, monitor early warning indicators for churn and risks, and ensure that the CS team can act proactively and based on data at all times.
• Renewal Operations & Forecast Support: You drive renewal operations workflows, support the forecast rhythm with consistent data and reporting, and escalate at-risk renewals with the necessary urgency and documentation.
• CSM Tool Evaluation & Platform Ownership: You lead the structured evaluation and selection of a new CSM platform (e.g., Gainsight, ChurnZero, Totango), are responsible for the technical configuration including workflows, alerts, and health score logic, and coordinate reliable integrations with CRM and product usage data.
• Cross-functional Partnering & People Leadership: You coordinate with IT, Sales Enablement and Analytics, ensuring consistent quality, accuracy and throughput times in all operational outputs, and lead and develop 1-2 direct team members in the long term.

This is what you bring with you

• Experience & professional background: You bring 3-5 years of professional experience in Customer Success Operations, Revenue Operations or CS program operations and have a sound understanding of retention drivers, adoption signals, churn risks and renewal processes.
• CSM tool experience: You have demonstrably been responsible for CS platforms or lifecycle operations workflows end-to-end and ideally have experience in evaluating and implementing a CSM tool (Gainsight, ChurnZero, Totango or similar).
• Platform & IT Coordination: You can translate business requirements into platform requirements and have experience working with IT or technical teams to implement system changes and integrations.
• Leadership ambitions: You have initial leadership experience or a clear willingness to develop a small team.
• Analytics & Big Picture: You work in a structured and data-driven manner with a strong focus on operational quality. Experience in B2B marketplaces, platform businesses, or SaaS environments is an advantage.