Operations Manager - Customer Success

Team Leadership

• Lead, coach, and develop a team of Renewal Specialists to achieve renewal and retention targets.
• Set clear KPIs and performance goals, monitor progress, and provide regular feedback.
• Foster a culture of accountability, collaboration, and continuous improvement.

Renewal Strategy & Execution

• Own the overall renewal strategy for long-tail accounts, ensuring timely contract execution and revenue retention.
• Develop negotiation frameworks and guidelines for the team to maximise retention and minimise churn.
• Oversee escalation management for complex or high-risk renewals.
• Analyse churn trends and implement proactive strategies to mitigate risk.
• Use data insights and engagement reports from Tech-Touch CSMs to prioritise accounts and optimise renewal approaches.

Collaboration with Tech-Touch CSM Team

• Partner with Tech-Touch leadership ...