Customer Operations & Success Manager
BlackScale MediaBucharest, Romania2 days ago
Job type
- Quick Apply
Job descriptionOversee the entire lifecycle, i.e., onboarding-activation-adoption-value-realisation, and renewal. Create a consistent approach to onboarding, with success metrics defined upfront and measured continuously. Establish clear handovers from Sales and internal expectations-setting frameworks. Continuously improve and increase customer lifetime value (LTV). Lead the support function with strict SLAs and quality controls. Ensure customer queries are resolved accurately, quickly, and proactively. Build a tiered support escalation structure tied to severity, risk, and revenue impact. Use support data to identify themes, root causes, and improvement opportunities across product, ops, and compliance. Build a Customer Success operating system : playbooks, SOPs, dashboards, workflows, and communication protocols. Strengthen visibility and internal alignment by ensuring every customer touchpoint is documented, tracked, and analysed. Improve speed-to-value by optimizing onboarding, activation steps, and internal dependencies. Partner with Business Operations and Finance to maintain clean, accurate customer data and reporting. Represent the voice of the customer in operational, product, and commercial discussions. Work with Sales & Marketing to ensure proper expectation setting and readiness for activation. Provide Product with structured insight reports on friction points, feature requests, usage blockers, and opportunities. Collaborate with Finance on billing accuracy, account changes, disputes, and usage tracking. Build a customer health dashboard highlighting risk, opportunity, adoption, and engagement trends. Conduct deep analysis on churn, expansions, escalations, and support demand to drive decision-making. Introduce a performance rhythm : weekly risk reviews, monthly success reports, quarterly customer insights summaries. Turn data into action, not just reporting but by proposing clear solutions and owning execution. 5+ years in Customer Success, Customer Operations, Account Management, or SaaS service delivery. Expertise in building success playbooks, onboarding frameworks, and lifecycle management systems. Strong operational background, customer-obsessed. Excellent client communication skills : confident, structured, proactive, and empathetic. Ability to identify commercial opportunities and handle renewal / expansion conversations. Experience in fast-paced, high-growth or high-risk environments is a major advantage. Customer-obsessed : you care deeply about outcomes, not just activity. Operationally disciplined : you thrive in structure, clarity, and accountability. Proactive, not reactive, always one step ahead of risks, issues, or customer needs. A strong communicator who brings calm, clarity, and direction to complex situations. A builder who can create structure where none exists and scale what does.
Customer Operations & Success Manager
Driving Customer Outcomes, Operational Excellence & Long-Term Retention.
About the Role
BlackScale.Media powers advertisers in high-risk verticals (iGaming, Crypto, Dating, Nutra,
Sweepstakes) and more with the full operational backbone needed to scale. Our clients rely on us not just for tech, tools and infrastructure, but for flawless execution, world-class customer support and ultimately success in their businesses.
As our Customer Operations & Success Manager, you are the operational engine behind customer satisfaction, adoption, and retention. You combine the discipline of operations with the empathy, strategy, and commercial awareness of customer success.
Your mission is to ensure every customer not only receives exceptional support, they achieve real, measurable outcomes from our products, infrastructure, and services.
You own the systems, playbooks, communication, and insights that enable predictable value delivery at scale.
This role is perfect for someone who can think like a strategist, act like an operator, and communicate like a CSM.
Key Responsibilities
1. Customer Success Leadership
- Own customer health, adoption, retention, and long-term relationship quality.
- Develop structured success playbooks (activation, growth, recovery, churn prevention).
- Conduct proactive check-ins, success reviews, and strategic conversations with
- high-value customers.
- Ensure customers clearly understand the value we can add to their business through our products and services and best practices.
- Identify upsell, expansion, and cross-sell opportunities through usage insights and lifecycle data.
2. Customer Lifecycle Management
3. Customer Support & Issue Resolution
4. Operational Excellence & Process Optimisation
5. Cross-Functional Leadership
6. Data, Insights & Continuous Improvement
What You Bring
Who You Are
Create a job alert for this search
Customer • Bucharest, Romania
Related jobs
AI is an engine for the next generation of cognitive enterprise systems - because we believe enterprise software is the software layer that our civilization relies on.
Today, our AI-native developme...Show moreLast updated: 30+ days ago
AWISEE is a global influencer marketing agency that connects brands with creators to tell meaningful stories and deliver measurable results.
We work with brands worldwide to run campaigns that combi...Show moreLast updated: 26 days ago
They are all part of the Klass Wagen story.We thank every member of our team for their effort on putting the customer first and delivering excellent service.
We’re an international car rental compan...Show moreLast updated: 24 days ago
As the world moves towards a greener future, the demand for raw materials—minerals and metals—is set to increase immensely over the next three decades.
Europe faces a critical challenge in securing ...Show moreLast updated: 13 days ago Building Scalable Systems, Secure Infrastructure & Operational Excellence.As our Technology Operations Manager, you are the backbone of our technical ecosystem, the person who ensures our ...Show moreLast updated: 2 days ago 
With more than 13000 employees, Huawei Europe has contributed 12.We have been providing competitive products, solutions, and services for consumers, telecom carriers, and enterprise customers, crea...Show moreLast updated: 24 days ago
BlueThrone is a remote-first company.Our specialty is turning product market-fit apps into companies.We have over 80 million organic downloads.
With a mission to transform iOS and Android applicatio...Show moreLast updated: 30+ days ago
Ready for a career move that feels right? At.We offer a deeply personal recruitment experience, taking the time to understand your individual aspirations.
Plus, our team of recruiters lives and work...Show moreLast updated: 2 days ago
Media powers advertisers in high-risk verticals (iGaming, Crypto, Dating, Nutra, Sweepstakes) and more with the full operational backbone needed to scale.
Our clients rely on us not just f...Show moreLast updated: 2 days ago 
Our team is committed to deliver an honest and personal approach when it comes to recruitment solutions.Candidates and clients come to us as we take the time to really understand their needs.We are...Show moreLast updated: 30+ days ago
We are looking for an experienced.You'll work closely with commercial and operations teams to maximize profit, market share, and service excellence.
Develop and implement revenue and pricing strateg...Show moreLast updated: 25 days ago
SaaS), we enable the frictionless shipment and return of almost one billion shipments across 190 countries each year.We are headquartered in London and Oslo and have over 460 employees across offic...Show moreLast updated: 30+ days ago
Operations Manager
TechBiz Global GmbHBucuresti, B, RO At TechBiz Global, we’re more than just a recruitment and software development company — we’re aGerman based global partner dedicated to your business success.
With a diverse, distributed team, we s...Show moreLast updated: 30+ days ago
Sales Operations
FlowX.AIBucharest, Bucharest, ROQuick Apply
Client Success & Operations Associate (B2B)
AWISEEBucharest, B, roQuick Apply
Call Center Operations Manager
Klass Wagen GroupOtopeni, Județul Ilfov, ROQuick Apply
Operations Manager (m / f / d)
EIT RawMaterialsBucharest, Bucharest, .ROQuick Apply
Technology Operations Manager
BlackScale MediaBucharest, RomaniaQuick Apply
Project Operations Manager
Huawei EuropeBucurești, București, ROQuick Apply
User Acquisition Manager
BlueThroneBucharest, Bucharest, .ROQuick Apply
Customer Services and Collections Manager - German - Bucharest
Dila RecruitmentBucurești, București, ROQuick Apply
- Promoted
Reddit Operations Manager
OnHiresBucharesti, Romania Our client is a rapidly scaling OnlyFans agency managing multiple high-performing creators.They developed a comprehensive 8-method Reddit marketing system that generates consistent, high-LTV traffi...Show moreLast updated: 30+ days ago
- Promoted
Customs Operations Specialist
Siemens EnergyBucharest, Bucuresti, Romania A mix between Import documentation, customs formalities and being in close collaboration with the sellers.Be responsible for checking the compliance and accuracy for the Import documentation.Be res...Show moreLast updated: 30+ days ago
Business Operations Manager
BlackScale MediaBucharest, RomaniaQuick Apply
Customer Services and Collections Manager - German - Bucharest
JUJURBucurești, București, ROQuick Apply
Annotation Operations Manager – Remote Team Leadership (Contract)
Your Personal AIBucharest, B, RO Lead a team of 20-40 remote annotators building speech datasets for next-generation AI.We're scaling our audio annotation operations and need an experienced team manager to oversee daily operations...Show moreLast updated: 30+ days ago
- Promoted
Senior Customer Experience Officer
OnHiresBucharest, Bucharest, Romania Customer Experience Officer | Remote (Preferred GMT+4 ±1h).With over 10 years of experience, they deliver advanced.Their clients include licensed brokers,.
Design and implement comprehensive custome...Show moreLast updated: 30+ days ago
- Promoted
Transactions Manager
OX2București, București, Romania At OX2, your work will make a lasting impact.Join OX2 and be part of a team driving meaningful progress while advancing your career.
Let’s power the great shift together.As transaction manager at OX...Show moreLast updated: 30+ days ago
Cluster Revenue Manager APAC (Relocation)
Link ComplianceBucarest, RomaniaQuick Apply
Customer Support Manager
nShiftBucurești, București, ROQuick Apply