Senior Customer Success Operations Manager, EMEA

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Talon.One, an Adyen company, provides a powerful incentives engine that combines loyalty, personalized promotions and offer management on a single, enterprise‑grade platform. The service is used by more than 300 leading brands such as Sephora, Gymshark and Costa Coffee to turn incentives into a reliable growth engine. The opening is for a Senior Customer Success Operations Manager, EMEA, who will act as a strategic and operational partner to the VP of Customer and help the global Post‑Sales organisation improve productivity, retain customers and drive growth. In this full‑time Berlin role you will be responsible for shaping the day‑to‑day operational rhythm of the Customer Success team. Core duties include planning capacity and account coverage, building and maintaining renewal and churn forecasts, analysing lifecycle performance to surface retention drivers, and owning the quarterly business review (QBR) process from cadence to deck preparation. You will also lead program management for Post‑Sales, track progress against OKRs, coordinate team‑lead meetings, and work with the Salesforce admin team to turn identified inefficiencies into scalable processes. The position sits within the Revenue Operations team, collaborating across Sales, Marketing and Leadership to keep the revenue engine data‑driven and aligned. The role requires a solid background in post‑sales or customer success operations, either from a former CSM role or direct CS‑Ops experience. Candidates need at least six years of experience in Customer Success Operations or a closely related post‑sales function within a SaaS or technology company, with a minimum of two years in a senior capacity. A bachelor's degree in Business, Finance, Operations or a related discipline, or equivalent practical experience, is essential. Proficiency with Salesforce is mandatory, as is proven ability to own customer lifecycle management, retention and renewal forecasting, and health scoring. Experience in capacity planning, account segmentation and performance reporting, advanced Excel skills, and strong communication and stakeholder‑influence abilities are also required. Beyond the core responsibilities, the position offers a range of benefits tied to the broader Adyen ecosystem. Employees receive a monthly allowance for wellbeing, 28 days of paid annual leave, a €115 commuting stipend for office attendance three days a week, a 25 % employer pension contribution, and access to an annual all‑company gathering in Amsterdam plus regional events. The role also provides the chance to connect with colleagues across 29 Adyen office locations worldwide, supporting both personal and professional growth. What the role asks for: - Background in post‑sales or customer success operations - 6+ years in Customer Success Operations or similar SaaS role - At least 2 years in a senior operations position - Bachelor's degree in Business, Finance, Operations or equivalent - Strong working knowledge of Salesforce and CRM data interpretation - Experience owning customer lifecycle management and renewal forecasting - Experience with capacity planning, account segmentation and performance reporting - Advanced Excel skills and analytical mindset - Excellent communication and stakeholder‑influence abilities