Customer Operations Manager

Customer Operations Manager Do you want to understand how a business actually works, fix what is broken, and build the processes that make good execution repeatable? This might be for you. About the role As Customer Operations Manager at Keepit, your job is to make the operating model visible — and then improve it. Most of how we operate today lives in people’s heads. That works at a certain size. It stops working when you are trying to scale, improve enterprise readiness, or bring new people up to speed quickly. You will map how work actually gets done across the customer journey, surface where it breaks down, and drive the fixes. This is not a documentation project with a finish line. It is an ongoing operational role with a clear first mission and growing scope as the function matures. You will report directly to the Head of Customer Experience. You will: • Conduct structured discovery across CX, Sales, SE, Support, and Renewals to understand how processes actually work — not how they were designed to work. • Document standard operating procedures across the full customer journey: onboarding, health management, escalation, renewal, expansion handoffs, and offboarding. • Build and maintain a prioritised gap register — a clear view of which missing or broken processes carry the highest risk to CX and enterprise readiness. • Drive resolution of those gaps — designing processes where none exist, fixing ones that are inconsistent, and facilitating cross-functional alignment where ownership is unclear. • Maintain a living SOP library that teams actually use — governance, versioning, and adoption are part of the job. • Surface regular process improvement insights to CX leadership — patterns, recurring failure points, and structural risks grounded in what you observe. • Own how new operational motions get designed and embedded as Keepit scales. About you Must-haves: • Several years in an operational role in a SaaS or B2B environment — CS Ops, Revenue Ops, Customer Success, or similar. • Demonstrated ability to drive cross-functional process change, not just document it — you can get alignment across teams that do not naturally agree. • Strong process documentation and communication skills — you can turn a messy conversation into a clean, actionable document. • Comfortable with ambiguity and a bias toward action — you start from a blank page and build structure without waiting to be told where to begin. • Credibility at a senior level — you can push back on AEs, challenge Support on ownership questions, and engage leadership with substance. Nice-to-haves: • Familiarity with Salesforce, Jira, or similar — enough to understand how process gaps show up in tooling. • Exposure to process improvement methodologies (Lean, Six Sigma, or similar). • AI fluency as a working advantage — using AI tools to accelerate documentation, synthesis, and analysis. • Experience building a new function from the ground up. About us Our platform provides customers with an immutable, historical archive of their data in systems such as Microsoft 365, Google Workspace, Salesforce, Entra ID, Dynamics 365, and Zendesk. We protect our customers against everything, from ransomware to simple accidents. We pride ourselves on backing up hundreds of petabytes of data in a performant, reliable, and predictable way. As we collaborate across locations, English is our primary language. Please submit your CV in English to support the review process. We offer: Official employment – Umowa o pracę contract 4 additional working days of vacation leave per full calendar year 3 days of internal sick leave without a doctor`s note Health and Life Insurance Employee Capital Plan (PPK) Multisport card compensation Coverage of professional training sessions, meetups, etc. English-speaking club with native speakers Polish language classes Internet and Glasses reimbursement Cosy office in Krakow city centre (Długa, 72) with beverages, fruit, and cookies Winter and summer parties, events, team-buildings We kindly ask you not to provide us with any sensitive categories of personal data when applying for a job with us. When applying for the vacancy, Keepit will process your personal data, and therefore we recommend that you also read our privacy policy , which describes our processing of personal data and your rights as a data subject. If you notice any misconduct or irregularities that fall within the scope of our whistleblowing procedure, please click here to report them. Department Sales Locations Kraków Remote status Hybrid Employment type Full-time Kraków