CSM Operations Manager (f/m/d)

At Moss, we give finance professionals the power to automate their day-to-day and make forward-thinking decisions. Our team and culture make us unique — we’re driven by impact and growth, where every one of us strives to learn and excel. Recognised by Sifted’s Rising 100 and LinkedIn’s Top Startups , we’re here to help propel your career and together, make Moss a lasting success. We are looking for a Customer Success Strategy & Operations Manager (f/m/d) to join our Revenue Operations team . You will be a force multiplier for our Customer Success (CS) organisation – driving operational excellence, building scalable processes, and enabling our CS team to deliver growth and retention at scale. You will report directly to the VP Revenue Operations and work closely with the CS Leadership team to shape our strategy and unlock the next stage of our growth. Your responsibilities Here’s a bit more on what you can expect to be doing day-to-day: Customer Success Execution -Define and execute the Customer Success roadmap in partnership with CS leadership. Design scalable processes that enhance CSM productivity, operational excellence, and customer outcomes in a high-growth SaaS environment. Insights & Performance Management – Analyse customer data to identify trends, churn risks, and expansion opportunities. Deliver actionable insights and performance reports to CS and Executive leadership. Partner with Finance and FP&A to develop accurate forecasts, revenue targets, and commission models. Process & Tooling Optimisation – Continuously evaluate and improve CS workflows, ensuring systems like Salesforce support our operational needs. Lead key tooling and enablement projects that increase team efficiency and data integrity. Champion a seamless customer journey across all touchpoints. About you You’ll need the following experience and qualifications to succeed in this role: Proven experience in Revenue or Customer Success Operations within a B2B SaaS and / or fintech environment Strong analytical skills (Excel expertise required; SQL a plus) Proficiency with Salesforce and other commonly used commercial tools Fluent English (C1+) In addition, here are the skills and attributes we are looking for: Strategic Thinker – You are proactive in pinpointing trends, obstacles or improvements. You translate these trends into data driven, go-forward strategies designed to maximize revenue. Customer Focused – You use your passion for deeply understanding customers to identify how we can improve our commercial efforts, proposing tools, training and resources to aid the commercial teams performance. Impact Oriented – You prioritize your workload effectively, and you are aware of how and where to seek guidance when priorities are unclear. You initiate and run projects that identify shortcomings and achieve the greatest positive impact. Adaptive Communicator – You are adept at communicating with all levels of seniority and across all departments, and at understanding your target stakeholder group and their desired outcomes. You’re able to alter your communications to drive best possible outcomes. Team Oriented – You give regular and constructive feedback to colleagues to improve your working relationship and help them grow. You have an appreciation for the bigger picture and how both yours and others successes contribute towards the success of Moss. About Moss Moss is a SaaS scale-up founded in Berlin, with a team of 300+ people from 50+ nationalities in 5 offices across Europe. Our ambition is bold: to power every SMB’s spend across Europe – fully digital, AI-driven, and seamlessly integrated for complete control. To date, over 5000 businesses in Germany, Netherlands and the UK use Moss’ leading spend management product, with modules such as corporate cards , accounts payables , employee cash reimbursements and procurement . Moss has raised a total of €180 million in funding and is backed by the most renowned tech investors including Valar Ventures, Tiger Global, Global Founders Capital, Cherry Ventures and A-Star. Be part of a culture that thrives on impact and speed, where you can take bold moves, learn fast and accomplish more. We’re a place where you can fast track your career – here’s what else to expect: Top-of-market compensation package, including equity. Our vibrant offices are at the heart of our culture, where in-person time fuels collaboration and connection over weekly breakfasts and Friday demos. Additional benefits include: 20 days “work from abroad”, 600EUR/GBP Learning & Development Budget, and other local benefits. Unless stated otherwise, benefits apply to full-time positions (interns and working students receive a tailored package). By applying for the above position, you will confirm that you have reviewed and agreed to our Data Privacy Policy .