Title: Senior Global Customer Operations Manager

Location: Sweden, Germany, UK or Spain (preferably Stockholm, Sweden)

Experience: Senior Level

Job Function: Business Transformation

Employment Type: Full-time

Industry: Computer Network & Security

About the position

As a Senior Customer Operations Manager, you will play a pivotal role in enhancing the overall customer experience by partnering with our Customer Success, Professional Services, and Support leaders to optimize the end-to-end customer touchpoints. Your responsibilities will revolve around designing and implementing improvements which increase gross dollar retention (GDR), drive customer satisfaction, maximize customer expansion opportunities, and optimize the efficiency of our teams through process and technology enhancements. This strategic role will require heavy cross-functional collaboration across global teams and strong project management skills. In this role, you will report into the Sr Director of Revenue Operations as a member of the Business Transformation team, our global operations center of excellence.

The position can be based in Sweden, Germany, UK or Spain. Applicants must be living in one of these locations and must hold a valid Right to Work in their respective region. Preference is for the role to be based out of our Stockholm office in Sweden, follow hybrid work model with excellent flexible working practices. 

Responsibilities

• Collaborate with Customer Success, Professional Services and Support leaders to refine and advance the customer journey, leveraging insights and analytics. 
• Identify improvement opportunities, achieve stakeholder buy-in, design and execute improvements with a strong emphasis on team adoption and quantifiable outcomes.  
• Design, analyze and provide insights into key operational metrics within the Customer Success, Professional Services and Support teams to drive continuous improvement and informed decision-making.  
• Partner closely with the Business Transformation team to gather, validate and visualize data – ultimately ensuring data integrity. 
• Drive accurate forecasting of renewals implementing strategies and processes to enhance performance predictability.
• Partner with team leaders in the selection and refinement of tools, systems, and processes to empower the teams in delivering impactful outcomes efficiently.
• Support initiatives to enhance the effectiveness and efficiency of the Customer Support organization.
• Implement strategic programs aimed at improving Customer Health metrics, aligning with our commitment to best-in-class customer service.
• Act as daily enablement for team members to support the adoption of transformation initiatives.

Skills and Qualifications

• Demonstrated professional experience in Customer Success, Operations, or GTM Operations within the SaaS industry.
• Demonstrated expertise in partnering with customer facing teams.  
• Proven track record of designing, implementing, and optimizing customer workflows.
• Proficiency in using data and metrics to drive improvements.
• Strong verbal and written communication skills with a dedication to documentation.

Compensation

Salary will be commensurate with experience. 

Culture, Career Opportunities and Benefits

We build teams that continually strive to get better than the day before. As part of a rapidly growing organization, you will be challenged daily and given opportunities to grow personally and professionally. We balance autonomy and structure to create an entrepreneurial environment to spur creativity and new ideas while also having leaders who lead with authenticity and transparency. Our talent and our culture are a key differentiator for us, and we take great pride and care in hiring and retaining some of the best in the industry.

Some of the programs that make our culture special include: 

• Second Fridays (a company-wide day off on the second Friday of every month)
• Comprehensive benefit coverage, paid for by the company for you and your dependents (US).
• Generous parental leave for birthing and non-birthing parents.
• Dedicated employee focused ambassadors via Key Contributors & Culture Committees.
• DIVERSE Commitment, a call to action for a more inclusive and diverse future in business, society, and technology.
• The Keyfactor Alliance Program to support DEIB efforts.
• Wellbeing resources, wellness allowance, mindfulness app free membership, Wellness Wednesdays.
• Global Volunteer Day, company non-profit matching, and 3 volunteer days off
• Unlimited time off (US) and competitive time off globally.
• Monthly Talent development and Cross Functional meetings to support professional development.
• Regular All Hands meetings – followed by group gatherings.

Our Core Values

Our core values are extremely important to how we run our business and what we look for in every team member:  

Trust is paramount.  

We deliver security software and solutions where trust and openness are of the highest importance for our customers. We are honest and a trusted partner in every aspect of business.  

Customers are core.  

We strategize, operate, and execute through a customer-centric view. We prioritize the security interests of our customers, and we act as if their data were our own.  

Innovation never stops, it only accelerates.  

The speed of change is accelerating. We are committed, through investment and focus, to stay ahead of the innovation curve.  

We deliver with agility.   

We thrive in high-paced and continually changing environments. We navigate through newly added variables, adjust accordingly, while driving towards our strategic goals.  

United by respect.   

Respect for all is what unites us. We promote diversity, inclusivity, equity, and acting with empathy and openness, both in our business and in our communities.  

Teams make “it” happen.  

Vision and goals are not individually achievable – they require teamwork. We pride ourselves in operating as a cohesive team, creating promoters and partners, and winning as one.  

Keyfactor is a proud equal opportunity employer.