Head of CSX Operations

The Head of CSX Operations & Program Management is the strategic and operational engine behind the Customer Success, Professional Services, and Support organisation.

This role builds the operating backbone of CSX data, tooling, governance, and cross-functional program execution — ensuring all three pillars operate as one integrated, insight-led system.

The role transforms strategy and data into disciplined, predictable execution. It ensures CSX operates with clarity, visibility, and impact across the customer lifecycle, driving measurable improvements in value realisation, revenue quality, and customer experience.

Job Responsibilities:

1. CSX Operating System (Data, Tooling & Cadence)

• Own and maintain the CSX KPI Framework and "single source of truth" across NRR, GRR, PS Margin, backlog trends, TTFV, SLA performance, and customer health.
• Govern CSX systems including CS platforms, PSA tools, , CMAP, BI dashboards, and customer journey tooling.
• Run the CSX operating cadence:
• Weekly operational reviews
• Monthly performance reviews
• Quarterly strategic business reviews with the CCO and leadership team
• Ensure data quality and consistency across CS, PS, and Support.

2. CSX Program Management Office (PMO)

• Act as the PMO for the entire CSX organisation, leading the planning, prioritisation, and execution of cross-functional strategic initiatives.
• Own program governance: charters, stage-gates, RAID logs, dependency management, and executive reporting.
• Lead delivery of top CSX-wide programs such as:
• SaaS Migration & Customer Transitions
• Onboarding Redesign
• Renewal Risk Management Framework
• Digital Success Enablement
• Customer Health Modernisation

3. Customer Journey Design & Lifecycle Improvement

• Map the end-to-end customer lifecycle across all customer segments and products.
• Identify friction points and lead improvement sprints that reduce Time to First Value, increase product adoption, and strengthen expansion potential.
• Ensure Customer Success, PS, and Support processes interlock seamlessly to deliver a unified customer experience.

4. Voice of the Customer & Advocacy Programs

• Own NPS, Customer Advisory Boards, customer feedback loops, and advocacy programmes.
• Ensure insights translate into prioritised improvements via Product, Engineering, Support, and PS.
• Track actions to closure and report improvements back to customers and executives.

5. Operational Support to Each CSX Pillar

Lead a small CSX Ops team that provides day-to-day operational support across:

Professional Services

• Resource management standards; forecasting; timesheet compliance; utilisation tracking and reporting.
• Governance for billing, margin accuracy, and month-end readiness.
• Revenue recognition: month end processing and reporting

Customer Success

• Segmentation and territory models.
• Playbook automation and adoption.
• Renewal forecasting hygiene and customer health scoring.

Technical Support

• SLA/OLA analytics, backlog governance, escalation tracking.
• Deflection insights and shift-left opportunity identification.

6. OKR Alignment & Strategic Governance

• Translate Corporate and CCO-level OKRs into CSX-wide commitments and pillar-level objectives.
• Maintain OKR dashboards and lead monthly progress reviews.
• Ensure program benefits are quantified and tied directly to NRR, GRR, CSAT/NPS, and operational KPI improvements.

Job Requirements:

• 10–15 years in SaaS Customer Success, Professional Services, or CS Operations leadership.
• Proven experience leading cross-functional transformation programs.
• Strong operational background: data, tooling, process design, metrics governance.
• Expertise with CS tools, PSA platforms, BI dashboards, and operational analytics.
• Excellent stakeholder management across Product, Engineering, Sales, Finance, and Support.
• Highly structured, organised, and able to drive clarity in complex environments.