Customer Lifecycle & Success Operations Lead

Your mandate: consistent outcomes against clear Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

At Evolve, we deliver high‑quality international Managed Finance services. We are seeking a Customer Lifecycle & Success Operations Lead to own the end‑to‑end customer journey – from onboarding to adoption, value realization, expansion and renewal. You will implement site management at key enterprise clients, orchestrate agile onboardings, and act as an executive sparring partner at C‑level on the customer side.

Your 90‑day impact

• Stand up the customer lifecycle framework (playbooks, governance, cadences) and stabilize the first portfolio’s onboarding and hypercare.
• Launch site management at flagship clients (governance model, stakeholder map, Monthly/Quarterly Business Reviews (MBR/QBR), risk/issue logs, value tracking).
• Establish an onboarding factory: agile waves/sprints, cutover and hypercare, measurable Time‑to‑Value (TTV) and adoption metrics.

What you’ll do

• Own the customer journey:
  Onboarding → run → optimization → expansion/renewal; define Success Plans, value hypotheses, and measurable outcomes.
• Executive stakeholder management:
  Build C‑suite relationships (CFO, COO, CIO), run Quarterly Business Reviews/Monthly Business Reviews, manage escalations, and align roadmaps.
• Site management implementation:
  Set up onsite/remote routines at large clients, run daily/weekly performance huddles, and make KPIs, risks and actions visible.
• Service operations:
  Shape the service catalog and Operational Level Agreements (OLAs) with delivery towers (Procure‑to‑Pay (P2P), Order‑to‑Cash (O2C), Record‑to‑Report (R2R)); ensure SLA attainment, incident/problem management, and continuous improvement.
• Agile onboarding & change:
  Lead discovery, migration, cutover and hypercare using agile practices (scrum/kickoffs/backlogs), deliver training and executive communications.
• IT‑related services:
  Coordinate with IT Service Management (ITSM) and client technology (Single Sign‑On (SSO), integrations, security), manage portals and interface readiness.
• Data & reporting:
  Define metrics (adoption, renewal, expansion, incident rates, etc.), and publish dashboards in Power BI.

What you’ll bring

Must‑haves

• 5+ years in Customer Success/Operations for international B2B services (SaaS/BPO/GBS/managed services), incl. building customer‑service capabilities at global companies.
• Proven experience implementing site management and running enterprise programs onsite for large customers.
• Strong process literacy and solid finance foundation to partner credibly with client Finance teams and Evolve delivery towers (P2P/O2C/R2R).
• Comfortable engaging at C‑level; crisp communication and negotiation skills.
• Hands‑on with agile onboarding, change and training; confident with SLAs/KPIs and data‑driven steering.
• Tools: Microsoft 365 (M365), Power BI, ticketing/work management (e.g., Jira/ServiceNow), and CRM (e.g., HubSpot/Salesforce).
• Languages: English (C1) required; German (B2+) are strong pluses.

Nice to have

• Certifications: Information Technology Infrastructure Library (ITIL), Professional Scrum Master (PSM)/Certified ScrumMaster (CSM), Project Management Professional (PMP)/PRINCE2.
• Experience with ISO‑aligned service quality (ISO 9001/27001), Lean/Six Sigma, or process mining (Celonis/Signavio).