Partner Operations Lead

Customer/Partner Success Operations Lead

Location: Protect Group UK (Leeds) Office based/hybrid

Contract: Permanent, Full time

Reports to: Chief Risk and Operations Officer

Salary: Competitive and based on experience

Must have: Fluent in English & 7+ years of experience building or running a partner/customer success operations function

Protect Group specialises in enhancing customer experience and generating additional revenue for businesses through innovative technology solutions. Founded in 2016, we've rapidly grown to serve over 400 business partners across 75+ countries, with a presence in 12 global offices. Our dynamic, AI-driven widget integrates seamlessly into online booking and sales platforms, providing customer-centric solutions that boost satisfaction and ancillary revenue without significant upfront costs.

At Protect Group, innovation is at our core — we continuously seek new ideas and technologies to stay ahead in today's fast-changing market.

As a part of the Protect Group team, you will join a community that values collaboration and a shared purpose, fostering a strong sense of community. We believe in accountability and owning our responsibilities, ensuring that we deliver on promises and find solutions when challenges arise.

'Protect People' are talented, ambitious, and passionate individuals who bring energy and enthusiasm to their work every day. We are looking for someone who shares our passion for disrupting global industries across transportation, travel, hospitality, events, and financial services, driving continuous growth and success.

The role includes but is not limited to:

• Designing and owning the end-to-end Partner Success Operations function for the book of business that sits post-onboarding, from handover through renewal
• Building the segmentation and coverage model that determines levels of service
• Defining the partner lifecycle/journey, with named stages, exit criteria, and clear ownership at each stage
• Building and maintaining the operational playbooks that the Partner Success team runs day to day
• Owning the data and health-scoring infrastructure that drives proactive account management
• Building the reporting suite and cadence that keeps the team, executive team, and board informed
• Running the forecasting and commercial governance rhythm for renewals and expansion, feeding into the wider revenue plan
• Owning renewal and churn management, escalation, and voice-of-partner processes
• Partnering with Sales, Partnership Relationship Managers, Product and Support through defined cross-functional interlocks and a clear RACI

• Proven experience designing or scaling a Partner Success, Customer Success, or Account Management operations function, ideally in a fast-growing B2B or platform business
• Strong grasp of segmentation and coverage models, and how to translate them into a workable book-of-business allocation
• Hands-on experience building health-score models — defining inputs, weightings and thresholds that trigger action rather than just a status colour
• Experience selecting, implementing or administering CS/CRM/analytics platforms and integrating them into a coherent stack
• A track record of building renewal, expansion, and churn-management motions, including forecasting that feeds a commercial or revenue plan
• Experience designing comp and KPI frameworks (e.g. NRR, GRR, health score movement, adoption) that drive the right behaviours
• Comfortable operating across strategic design work and the operational detail needed to make it run day to day
• 7+ years of relevant experience, with people or cross-functional leadership exposure
• International experience beneficial

• Owning the segmentation and coverage model,…