WAIR
Customer Operations Manager
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Company Description
WAIR is transforming the fashion and retail industry through autonomous AI agents, built to optimize inventory and maximize profits. These agents support end-to-end stock management, including allocation, replenishment, redistribution, and planning. WAIR delivers highly accurate forecasting and intelligent decision-making that helps retailers avoid stockouts and overstocks across their shop floors. The platform is tailored to each client’s needs, offering evolving AI-powered intelligence while allowing human oversight and control. WAIR’s mission is to create modern, efficient workplaces with better margins, lower costs, and more satisfied employees.
The Role
You turn our customer success vision into repeatable, automated, documented process — the operational engine that lets the customer-facing teams scale without reinventing the wheel on every account. Once a customer is signed, you own the operational backbone of customer success — tooling, automation, process, playbooks, customer self-serve and reporting — from onboarding to BAU and into expansion and retention.
You'll report to and work closely with the Director of Customer Success. She sets the vision, together you create the direction and you take those ideas and make them real. This is a hands-on role: you'll personally build and run these foundations.
What you'll own
Process, tooling & automation
- Own the process documentation and playbooks for the full customer lifecycle - the single source of truth the whole team runs from.
- Map the customer journey end to end, find the bottlenecks, embed best practice, and drive adoption of the standard across the business.
- Own our customer success platform end-to-end and the build-out of automated workflows.
- Administer the customer success tech stack and the data flows between tools; keep customer data clean, governed and trustworthy.
- Build reporting and analysis from our customer success platform - turning it into insight on customer health, risk and opportunity across the base.
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Enablement & documentation
- Own our knowledge base / documentation platform and the customer-facing user guides within it, automating where possible.
- Build toward a self-serve training academy - in-app, step-by-step guidance, with customer self-serve as the end goal.
- Roll out new customer success processes and tools to the business, train internal users, and drive adoption so the operating model actually sticks.
- Help the customer-facing teams prepare for product launches and changes (GTM readiness).
- Along with our Support team, act as the feedback loop between customers and Product on systemic, recurring customer issues.
What we're looking for
Must have
- ~3 years in Customer Operations or Customer Success Operations — or a customer success / implementation role with a strong operational and process focus, ideally in B2B SaaS.
- Deep Retail experience, especially merchandising, allocation or inventory planning - it helps you understand our customers' world and how our product fits in.
- A genuine love of process: process mapping, flows, SOPs and playbooks - and getting teams to adopt them.
- Hands-on configuration and administration of Customer Success and CRM tooling.
- Strong analytical skills - comfortable interrogating datasets to find trends; sound data-hygiene and governance instincts; confident with reporting and light BI.
- Comfortable around data and systems - able to scope what's needed and work with our technical resource to get data in and out of tools. You don't have to build the integrations yourself.
- Comfortable running cross-functional projects and leading change - getting new ways of working adopted, not just designed.
- Actively curious about AI and automation - instinctively looks for what can be automated or made smarter.
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Nice to have
- Experience designing or administering a dedicated Customer Success Platform.
- Customer self-serve and knowledge-base tooling experience.
- You've stood up an operations, enablement or success function from scratch before, and want to do it again.
The kind of person
- A hands-on builder - you're the one in the tooling, writing the playbook, configuring the workflow.
- A self-starter who's at home in a startup with few foundations: if something needs doing, you figure out how, or you figure out who can help.
- Doesn't wait to be told - comes back with “here's what we should build, and here's how.”
- A sparring partner: confident, opinionated, collaborative. Happy to challenge and be challenged.
- UK-based and comfortable being a senior pair of hands in a region where you won't be surrounded by the rest of the team day to day.
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