Senior CX Operations Manager - DACH (f/m/d)

Overview

At Shiftmove , we're building the next generation of connected mobility products that empower businesses to make smarter, data-driven decisions. Our goal is to make complex operations intuitive and efficient, turning insights into impactful action for thousands of B2B customers across Europe. We're scaling our Customer Experience Operations for the DACH market and looking for an experienced Senior CX Operations Manager to strengthen our customer lifecycle execution, analytics, and tooling strategy. You will be the operational backbone across post-sales functions including Customer Success, Account Management, Renewals & Expansion, and drive excellence in how we support and grow our existing business revenue. This role bridges strategy and execution: you'll define lifecycle processes, optimize workflows in tools like Planhat, and partner closely with GTM leadership to align on metrics and reporting that matter.

What You'll Do

• Strategy & Operational Design — Define and operationalize scalable customer lifecycle processes from onboarding to renewal, expansion, and advocacy, ensuring clarity, consistency, and measurement across stages; partner with CS, AM, RevOps & Product to align on lifecycle governance and end-to-end execution.
• Tooling & Tech Stack Leadership — Lead the Planhat implementation and roadmap for CSOps, ensuring customer health, lifecycle signals, risk scoring, and automation are accurate and impactful; manage integrations between Planhat, Salesforce, finance/billing, support platforms, and analytics tools to ensure data quality and flow.
• Revenue Metrics & Reporting — Own key customer and revenue metrics including GRR/NRR, retention, churn, expansion, health scores, adoption KPIs, and ROI indicators; build trusted dashboards and operational reporting for CS, AM, RevOps leadership, and executive stakeholders; translate data into actionable insights to drive forecasting accuracy and decision-making.
• Governance & Operational Rhythm — Establish and own cadence for customer lifecycle governance, including renewal pipeline reviews, health and risk reviews, value realization reporting, quarterly business reviews (QBRs), and escalation frameworks; lead ongoing process refinement based on performance signals and outcomes.
• Cross-Functional Enablement — Serve as a strategic partner to leadership in shaping the CXOps roadmap; drive documentation and enablement such as playbooks, workflows, and SOPs to support consistency and scale across teams.

What You Need to Succeed

• Experience & Domain Expertise — 5+ years in Customer Success Operations, CX Operations, Revenue Operations, or related GTM operations, ideally within B2B SaaS and subscription-based models; deep understanding of the post-sales revenue engine including journey metrics, lifecycle design, churn/retention drivers, and expansion workflows.
• Tools & Analytics — Hands-on experience with Planhat (preferred) or similar CS platforms (Gainsight, Totango, Catalyst, ChurnZero); strong command of CRM platforms (Salesforce or HubSpot), BI/analytics tools (Looker/ Tableau/ Power BI), and data pipelines; demonstrated ability to define, measure, and optimize KPIs (NRR, GRR, retention, health scores, adoption, expansion metrics).
• Operational Excellence — Proven track record designing and scaling cross-functional processes with measurable results; superb analytical skills and experience building dashboards, scorecards, and insights for leadership decisions.
• Communication & Leadership — Strong communicator comfortable collaborating across CS, Sales, RevOps, Product, Finance with a history of presenting CX analytics to executive leadership; structured, proactive problem-solver with strong documentation and enablement instincts.

Benefits

• Vacation: 30 days
• Benefits: Urban Sports Club membership, Harmony subscription, JobRad, or a subsidy for a BVG ticket
• Health & Wellbeing: 1 mental health day per year and access to the Nilo.health platform
• Learning & Development: Clear career paths and an annual learning budget of €2,000, among other opportunities
• Home Office: We have a beautiful office in the heart of Berlin where we meet twice a week
• Workation: Up to 12 weeks of remote work from any country or continent you want
• Autonomy: We hire you for your expertise and provide space to do your best work
• Sustainable Growth: Profitable with >€60M ARR and growth backed by a leading private-equity firm
• Culture: A highly collaborative and high-performing team where you can contribute ideas and be challenged