VP Customer Operations

Catawiki

At Catawiki, every day brings the extraordinary! Whether it’s Daniel Ricciardo’s Formula 1 Car, a Woolly Mammoth’s Skeleton, Lady Gaga's Jumpsuit or Usain Bolt’s running shoe, we encounter exceptional objects every day. We’re a one-of-a-kind marketplace for buying and selling special objects. Each week, more than 100,000 unique items are auctioned, all carefully curated by our passionate in-house experts. Having sold over 25 million unique objects, our mission is to become the world’s most popular destination for special objects. As a growing, diverse and sustainable scale-up, we proudly live by three core values. If these values resonate with you, we’d love to explore how you can join us. * Taking ownership and driving impact  * Being open to change and feedback * Being passionate about our mission and our customers.  YOUR MISSION Catawiki is on a journey to scale its Commercial organisation to support our mission: connecting passionate enthusiasts with exceptional objects. To further unlock this growth, we are expanding the function that empowers our Sellers, Sales and Expert teams with the strategy, tools, and insights they need to thrive. As a Junior Project Manager in Supply Operations, you will help drive the execution of cross-functional initiatives that improve how we attract, engage, and retain high-potential sellers. You will work closely with Sales, Category Management, Product, and other operational stakeholders to coordinate priorities, support rollouts, and turn strategic plans into scalable workflows and day-to-day execution. This role will support a broad range of initiatives across commercial enablement and seller excellence, from product GTMs to operational improvements in our CRM system, and curation tooling. It is a hands-on, collaborative, and analytical role, ideal for someone early in their project management career who enjoys bringing structure to complexity, keeping stakeholders aligned, and making sure execution happens smoothly. WHAT YOU'LL DO We’re the team behind scaling Catawiki’s commercial engine. Sitting at the intersection of our commercial organisation (Sales & Experts) and our Product & Tech organisation, we design and deliver programs that unlock commercial growth, operational efficiency, and customer delight across the supply funnel. Our remit spans: Sales operations & enablement: driving sales excellence by equipping our sales teams and commercial stakeholders with the insights, processes, and tools they need to succeed. Expert operations: enabling our domain experts to scout, assess, and optimise supply through support, tooling, and data, from object intake to auction placement. Seller excellence: defining what “good” looks like for our sellers and shaping behaviour through programs that blend education, accountability, and incentives. We partner with Product, Marketing, Trust & Safety, and Data Science to deliver initiatives such as seller education, loyalty programs, affiliate supply, and product co-design. Our team is made up of project and program managers, led by a Manager reporting into the VP of Commercial Operations. We operate cross-functionally, building bridges between Commercial and Tech to design scalable, high-impact solutions. STRATEGY & INSIGHT-DRIVEN EXECUTION * Use data-driven insights to identify opportunities to improve seller success, expert workflows, and overall commercial impact. * Engage and align key stakeholders across Sales, Category Management, and Product to ensure buy-in and shared accountability for program success. Cross-Functional Program Leadership * Lead pilots that test new processes or tools with selected experts/sellers, and scale successful models across teams and categories. * Align cross-functional stakeholders around shared objectives and clearly defined KPIs. Process Design & Rollout * Translate strategic objectives into concrete workflows, playbooks, and training materials. * Design, validate, and implement new operational processes that improve efficiency and impact, ensuring strong stakeholder buy-in. * Support a culture of continuous improvement by iterating on tooling, workflows, and enablement assets based on feedback and results.   WHAT YOU'LL BRING MUST-HAVE QUALIFICATIONS * 3+ years of work experience in project management, project coordination, operations, consulting, business operations, commercial operations, or a related field. * Proven ability to coordinate cross-functional initiatives and keep multiple stakeholders aligned. * Strong organisational skills, with great attention to detail and a structured way of working. * Comfortable working with data, dashboards, and performance metrics to support project delivery and decision-making. * Clear communicator who can structure information, follow up effectively, and keep work moving in ambiguous environments. * Proactive and hands-on: you take ownership, spot gaps, and drive progress without waiting to be asked. * Able to manage multiple priorities in a fast-paced, changing environment. NICE TO HAVE * Marketplace or e-commerce experience. * Exposure to CRM/workflow tooling. * Experience in a scale-up or high-growth environment. * Familiarity with process improvement, change management, or rollout support. WHY YOU'LL LOVE WORKING WITH US * Create a visible impact by working at scale in a global organisation serving millions of customers across 80+ categories. In our flat structure, every role has a broad scope and directly impacts both our customers and the business. * Learn and grow through our Learning & Development initiatives, including clear development plans and mentorship programmes to support your career progression. * A culture of connection defines us. We’re a passionate, diverse team of 800+ Catawikians representing 60+ nationalities. We foster an inclusive and queer-friendly environment where everyone is encouraged to bring their full self to work. * Celebrate life’s moments with us. You’ll receive a €100 Catavoucher when you join, a €50 Catavoucher on your birthday, and an extra day off each year to “Pursue Your Passion”. We also offer additional leave for key work anniversaries and important life events. Benefits may vary by location. OUR OFFICES AND WAY OF WORKING Our vibrant offices in Amsterdam and Lisbon are designed to inspire collaboration. Most Catawikians operate in a hybrid setup, combining office-based and remote work, with a minimum of two days per week in the office, unless a role is explicitly stated as fully remote or fully office-based. INTERESTED? Apply with an English CV and Cover Letter. By applying, you agree to Catawiki’s Applicant Privacy Policy. If you’re excited about this role but don’t meet every requirement, we still encourage you to apply anyway. You may be just the right candidate for this or other roles.

voize

🎤 WHY VOIZE? BECAUSE NURSES DESERVE THEIR TIME BACK. We're building the AI companion for Europe's 2M+ frontline care workers. Today, 2,000+ care facilities and 200,000+ nurses use voize every shift - and our AI gives them back up to 30% of their time: time to care, to connect, to be present with the people who need them most. We recently closed a €50M Series A led by Balderton Capital, with HV Capital and Y Combinator - but what matters more: we’re already live at scale in one of the hardest environments to build in. Why now? We've crossed product-market fit - and healthcare systems globally are under massive pressure: staff shortages, rising demand, and increasing complexity. The next 24 months are the move from breakout startup to category leader - scaling from 200,000 to 500,000+ users, from Germany to a multi-country footprint. 💡 YOUR MISSION: MAKE EVERY CUSTOMER A POWER USER As VP Customer Success, you don’t just run a CS org - you define how voize becomes part of everyday care delivery at scale. Your team is the bridge between product and real-world usage: * turning pilots into system-wide adoption * turning features into repeatable daily habits * turning “AI potential” into measurable time-saved on every shift You build and lead the Customer Success & Support org (CX) that ensures voize is not just bought, but used - deeply, daily, and across entire organizations. Because in our world, retention is not won in renewal calls. It is earned through consistent, everyday usage. Concretely, you own the systems that make adoption scale: * Adoption & time-to-value across enterprise (1,000–5,000 users) and SMB (<150 users) segments * Customer health: the measurement philosophy, the signals, the early-warning system * Onboarding & rollouts: from single-facility pilots to multi-site enterprise deployments * Gross retention: protecting the base through deep product usage, not commercial negotiation * Customer Support: the human + AI motion that keeps nurses unblocked 24/7 * Voice of the customer: the feedback loop into product, engineering, and GTM 🚀 WHAT YOU'LL OWN — THE FIRST 18 MONTHS * Build the leadership bench. Scale the org from today's team to 50+ FTE across CS, Implementation, and Support. Hire and develop existing leads into 3-6 directors/managers who can each run their own teams. You are a manager of managers - talent is your primary leverage * Design the segmentation model. Decide where high-touch CSMs drive value vs. where tech-touch, in-product, and AI-assisted motions scale the long tail. Leverage the fact that we're AI-native — your org should be among the most leveraged CX org in European SaaS * Instrument the customer journey. Define the customer health framework, the adoption KPIs, the time-to-proficiency benchmarks. Your team builds the dashboards - you set the bar * Own the cross-functional loop. Sit on the GTM leadership team. Present to the board quarterly. Translate customer friction into product and GTM decisions * Sponsor the self-serve motion. FAQs, in-product guidance, knowledge base, community - the content and tooling that lets a nurse in a 2,000-bed facility get unblocked without ever filing a ticket. 📈 WHAT SUCCESS LOOKS LIKE * Month 3: Org design locked. Health-score v1 live. First 2 directors are in place. You know every top-10 account by name * Month 6: Segmentation model rolled out. Onboarding playbook v2 shipped. Time-to-first-value cut by >30%. Support CSAT ≥ 90% * Month 12: Gross Retention ≥ 95%. Adoption metric (DAU/MAU of frontline users) meaningfully up. Team of 30 - 35 across CS, Implementation, Support. You're the trusted voice of the customer on the exec team * Month 18: The org is ready for the next S-curve: EU expansion, 300,000+ nurses, multi-country rollout. You've built a leadership system that runs without you day-to-day. 🤝 WHAT YOU BRING * 10+ years in Customer Success / Customer Operations in B2B SaaS, including 5+ years leading leaders. You've scaled a CX org through a meaningful inflection point (e.g. 20 → 50+ FTE, single-country → multi-geo, or SMB → enterprise) * Proven talent engine. You've hired and developed CX leaders who now lead teams of their own * Adoption-first mindset. You obsess over usage, time-to-value, and product engagement - not just logos or ARR. You know how to drive behavioral change at scale in large, distributed, non-desk user environments * Operator's toolkit. Hands-on fluency with modern CX tooling (Gainsight / Planhat / Vitally / Intercom / Zendesk-class), product analytics, and the data stack. You don't build the dashboards, but you can read them excellently * Strategic + hands-on. You can write a 3-year CX strategy in the morning and sit in a customer escalation in the afternoon * Healthcare empathy. Experience with frontline, clinical, or any regulated industry is desirable, where the end user is non-desk, time-starved, and mission-driven * Communication & EQ. You are empathetic and engage meaningfully with customers, team members, founders, and board * Berlin-based (or relocating). Fluent English + German. Hybrid. Berlin is where the team, the customers, and the category are being built - and that's deliberate 🌱 GROWING TOGETHER - WHAT YOU CAN EXPECT AT VOIZE * Caring, collaborative culture. We value clarity, low ego, and close collaboration across Product, Tech, GTM, and Operations * Meaningful upside. Competitive compensation, 32 days holiday, benefits and stock options. You’re a co-creator of the company’s success * Flexibility that works. Hybrid setup, flexible hours, and the autonomy to operate at your best ✨ READY TO TALK? APPLY NOW! 🚀 If you want to look back in 24 months and say this was the role that defined your career - where you helped 500,000 nurses reclaim their time and built a category-defining CX org, this is that role. We know great leaders come from diverse backgrounds. If this excites you, we’d love to hear from you.

Adthena

OUR MISSION Join us in shaping the future of paid search intelligence. Adthena is an award-winning search intelligence platform powered by patented AI technology and a team of dedicated experts. We help brands, marketers, and agencies dominate their competitive landscapes with unparalleled insights into the paid search market. Our Whole Market View, Smart Monitor, and Local View solutions give clients the clarity to optimize spend, increase ROI, and stay ahead of the competition. Trusted by global brands like Citibank, L’Oréal, and Volvo, and backed by Updata Partners, we’ve been redefining search intelligence since 2012. In 2025, Adthena continued its winning streak, earning 8 major search industry awards. Highlights include Best AI Search Software Solution at the US Search Awards, Best Search Software Tool at the European Search Awards, and Best Software Innovation at the Global Search Awards. Ready to make an impact in an industry-leading company? Let’s do it together. WHY JOIN US? We offer the best of both worlds: the maturity and stability of a well-established company combined with the energy, agility, and impact of a scaling tech organisation. If you’ve been hesitant about joining a typical tech company due to concerns about chaos, fragility, or volatility, Adthena is your answer. * We’re smaller than large-scale enterprises, offering more autonomy, less red tape, and accelerated growth. Here’s what we offer: * Strong Culture: Our quarterly surveys show a 93% average approval rating for company culture, with an overall eNPS of 27. * Award-Winning Product: US 2025 Search Awards for Best AI Search Software Innovation * Stock Options: Our employees do incredible work, so as we grow, everyone shares the rewards. * Trust-Based Vacation: Take as much time off as you need, when you need it. * Remote-First: 52% of Adthenian’s work fully remote, with others choosing Hybrid Work at our 3 Geohubs (London, Austin, Sydney). * Flexible Work: Work how and where you do your best, with full autonomy over your day. * Career Growth: Bespoke training and career development via "Sherpa plans” to guide your growth. * Monthly Hackdays & Training Days * Family Care Package: Up to 6 months fully paid maternity leave, and 2 months paternity leave. * Home Office Stipend: $200 for your ideal remote setup. * Swag Welcome Gift: $70 credit to grab some merch. * Birthday Day Off: Celebrate your special day. * Regular Socials: Summer & Christmas parties, annual and quarterly offsites, monthly meet-ups. See here for more info. * Volunteer Days: Make a difference with paid volunteer time each quarter. See here for more info. About the Role Reporting to: Stefan Potgieter, Global VP of Customer Location: UK or EU Remote Interviews: 3 Stages Start Date: ASAP More info: See FAQ below, our candidate hub, or reach out to recruitment@adthena.com What you’ll do at Adthena As CS Operations Manager, you’ll own the systems, processes, and data infrastructure that enable Adthena’s Customer Success and Account Management teams to operate at scale. You will turn fragmented tooling and reactive workflows into a connected, insight-driven engine that helps CSMs and AMs know where to focus, when to act, and why. This role exists because we have built the foundations of our CS platform stack - Planhat, Salesforce, Pendo, and Fluint - but the data isn’t yet automatically integrated, the signals aren’t surfacing proactively, and the team is spending too much time managing the systems rather than being guided by them. You will fix that. Longer term, this role will be central to designing and standing up a low-touch or tech-touch CS model that allows Adthena to serve customers without scaling headcount proportionally. AI and automation tooling will be central to how that model gets built. You will sit within the CS department but work in close partnership with the RevOps Manager, Marketing Operations Manager, and Commercial Platform Executive to ensure data flows and processes are aligned across the GTM function. Along with the other ops personnel, you will have a strategic dotted-line relationship with senior leadership (CCO or CTO). This is not a reporting-and-admin role. It is a systems-thinking, data-integration, and process-design role with direct commercial impact on GRR and NRR. You are: * A systems thinker who can audit a fragmented tech stack and design a unified, proactive architecture * Experienced in Planhat, Gainsight, or a comparable CS platform at an advanced, configuration-level * Confident working independently with clear strategic direction, but without hand-holding on execution * Analytically strong - you can connect data across platforms and turn it into actionable signals * Pragmatic about simplicity: you know that over-engineered processes don’t get adopted * Excited by the shift from high-touch to scalable CS models and have helped teams navigate that transition * Comfortable evaluating AI and automation tooling critically - you know where it adds genuine value and where it creates noise, and you build accordingly * Comfortable working across functions - with RevOps, the Commercial Platform Executive, CX, and CS leadership Responsibilities: Connect and simplify the CS tech stack so data drives action * Audit the current state of Planhat and the data that feeds it from Salesforce, Pendo, and Fluint and map where data is disconnected or duplicated * Design and implement an integration architecture in Planhat that creates a single source of truth for customer health, engagement, and commercial data * Simplify existing Planhat configuration that has grown overly complex and is limiting adoption * Build proactive alerting, build on proactive playbooks and nudge workflows that surface risks and opportunities to CSMs and AMs without manual effort * Partner with the Commercial Platform Executive and RevOps Manager to align CS and commercial data flows * Maintain clean, reliable data hygiene standards across the CS platform Build a proactive, scalable health and risk framework * Own the design and iteration of Adthena’s customer health score, ensuring it reflects real leading indicators of churn and expansion risk * Move the team from reactive risk management to systematic early-warning processes * Build playbooks within Planhat that trigger the right CSM or AM action at the right moment * Ensure health data is accessible and meaningful to the whole CS and AM team, not just leadership * Track and report on health trends across the customer base to support retention forecasting Enable a future low-touch or tech-touch CS model * Design the operational blueprint for a low-touch or no-touch CS tier, including tooling, automation, and intervention thresholds * Identify which customer segments could be served through a tech-touch model and define the criteria * Evaluate AI-native and automation tooling (e.g. workflow automation, LLM-assisted playbooks, smart nudges) as part of the low-touch infrastructure build * Work with the Customer Enablement Manager to align training and onboarding infrastructure to support lower-touch delivery * Build the internal case and roadmap for low-touch transition, including success metrics and milestones Equip the CS and AM team with the reporting and insight they need * Build and maintain dashboards that give CSMs, AMs, and CS leadership real-time visibility of portfolio health, engagement, and commercial risk * Produce accurate renewal forecasting data to support the CCO and VP CS in business reviews * Track core CS metrics including GRR, NRR, time to value, onboarding completion, and health score movement * Create standardised reports that are trusted, used, and reduce manual data-pulling across the team * Build expansion signal views in Planhat that surface feature gaps and untapped product access to AMs and CSMs, enabling timely upsell conversations * Surface patterns across the customer base that inform CS strategy and product feedback Own CS process design and adoption * Document and standardise core CS processes: objectives capture, value tracking, renewal workflows, risk escalation * Drive adoption of Planhat and associated processes across the CS and AM teams * Identify where manual processes can be automated and implement them - including through AI and workflow automation tools where appropriate * Act as the internal SME for CS tooling - training the team, troubleshooting, and managing platform changes * Collaborate with the Customer Enablement Manager and CS leadership to ensure process and tooling changes land effectively WHO WE LOOK FOR Research shows men apply if they meet ~60% of the criteria, while women and underrepresented groups apply only if they meet all requirements. If you have the skills but don't meet every requirement, reach out – we'd love to explore how you could be a great fit! Required Experience: CS Operations Experience * 3+ years in a CS Ops, RevOps, or Customer Operations role within a B2B SaaS business CS Platform Expertise * Hands-on experience with Planhat, Gainsight, or a comparable CS platform at a configuration and administration level. Planhat experience or certification strongly preferred. Systems Integration * Proven experience connecting CS platforms with Salesforce, product analytics tools (e.g. Pendo, Mixpanel), and other data sources to create unified customer views High-Touch to Scaled Model Transition * Experience helping a CS team transition from a high-touch model toward a low-touch or tech-touch delivery model, including the tooling, segmentation, and process design required Analytical Capability * Strong working knowledge of CS metrics (GRR, NRR, health scoring, churn forecasting). Able to build and maintain dashboards and produce reliable reporting for CS and executive leadership. AI and Automation Tooling * Practical experience using automation and AI tools to reduce manual effort in CS operations. For example, workflow automation platforms (e.g. Zapier, Make), AI-assisted analytics, or LLM-based tooling. Able to evaluate and implement these critically, not just enthusiastically. Cross-functional Collaboration * Comfortable working across Sales, RevOps, Marketing Ops, Product, and CX to align data flows and processes. Able to influence without authority. Nice To Have: * Familiarity with the paid search or competitive intelligence landscape is a plus, but not required OUR CORE VALUES All Adthenians are expected to align closely with our ‘Core Values’. What it means... * Get Shit Done: We're big on taking action, owning our challenges, and finding solutions. * Freedom with Responsibility: We take charge of results to recognition. We know that our hustle not only moves the needle for the company but also sets us up for personal success. * Deliver Remarkable Quality: We care about exceeding expectations in the work we do and aim to always do our best work as individuals and as a team. * Smart & Always Improving: We strive daily to expand our knowledge and become better at what we do. MEET YOUR TEAMMATES You’ll work closely with: Stefan Potgieter Title: Global VP of Customer LinkedIn: https://www.linkedin.com/in/stefanpotgieter/