SaaS Customer Operations Lead

About the role

As a Customer Operations Lead, your mission is to establish sustainable value for the customers in your portfolio. This role drives our team’s success in two ways: on the one hand you oversee the implementations of Binocs in your portfolio. On the other hand you build a long-term successful collaboration with your customers after the go-live.

Sounds like you? Read on!

You are a true business centipede who enjoys taking hands‑on ownership in a technology environment, and you’re excited to make our customer success team even more impactful. You oversee a portfolio of clients and manage their full lifecycle. Particularly in the beginning, you can expect to jump in wherever needed to learn the ins and outs of the Binocs customer success team. Once up to speed, your role evolves into that of a hands‑on manager:

• Lead implementation projects and a team of consultants, following our methodology and steering planning, budget, scope, and risk management. Support customer workshops as needed to understand their processes, uncover laboratory workflows, and translate them into Binocs configurations.

• Ensure adoption and value realization after go‑live, driving effective usage, renewal, and long‑term strategic collaboration opportunities.

• Build and develop a team of implementation and customer success colleagues. Guide their growth, both within your accounts and across collaborations with other managers.

• Support presales with scoping and effort estimations based on your implementation experience.

• Act as a first point of escalation for customers and team members throughout the entire lifecycle. Throughout strong relationships with Director-level stakeholders, you guide projects and teams to success while ensuring executive engagement and alignment.

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