About us:

Gravity Sketch is the category leader in solving the challenges faced by teams that design 3D products. Our platform enables teams to create and communicate 3D ideas in the quickest and most intuitive way possible - whether they are globally distributed or in the same geography.

The platform is changing the way companies like Adidas and Ford carry out their day-to-day design work, helping to increase creativity, productivity, collaboration and compressing time to market. We take a B2C approach to B2B, nurturing a large community of highly engaged design and engineering professionals using the product to redefine their digital design workflow.

The Gravity Sketch platform is accessible across VR and web-based applications allowing users to integrate GS seamlessly into their workflow.

Our Culture

We’re a lean but ambitious team of 50+ spread across the globe. We may be geographically spread out, but we’re tied by our mission to radically change how teams communicate ideas spatially and expressively from anywhere!
Our focus is on output and getting the work done, not counting the hours you work. We appreciate that everyone has their own optimum setup, so provide flexibility in terms of when and where you get work done. 

Our Values

Curiosity  

• Always be in learning mode

• Go Deep: ask the why/why not

• Explore and have fun

Empathy

• Put ourselves in the shoes of our customer  

• Be genuinely caring and respectful

• Act from a place of understanding/longing to understand 

Force Multiplier

• Make everyone around us/you better 

• Raise the Bar

• Deliver Results  

Resourceful

• Take calculated risks 

• Use what we have/ deliver the most value

• Stay Hungry 

Act like an owner

• Hold ourselves and others accountable 

• Make every investment as if it were your own 

• Don't let the egg drop 

Our values are at the heart of our culture, we encourage everyone to experiment, bring new ideas to the table, and challenge one another to arrive at the best solutions for our users.

We work hard, and know how to have fun too; with company trips, socials, sports, gaming sessions and more. We welcome you to share your hobbies with the team so we can all try something new!

Overview

• We’re looking for a passionate and strategic Customer Operations Lead to drive operational excellence and scalable customer engagement at Gravity Sketch. This role is pivotal in ensuring our customers experience maximum value from our product, with a strong focus on process efficiency, training, product support and customer enablement.

• As the Customer Operations Lead, you will lead a team responsible for building and optimising the infrastructure that supports our expanding user base. This includes designing and improving training curricula, certification pathways, self-service resources and our Education program. You’ll also manage a network of freelance consultants and trainers to deliver high-impact customer education at scale.

• This role requires close collaboration with Revenue, Product, and Customer Success teams to ensure customers receive seamless and effective onboarding, training, and support. Additionally, you will own the evolution of customer operations processes, leveraging AI and data-driven insights to drive efficiencies and create scalable solutions for a global audience.
  

The challenge

• At Gravity Sketch, Customer Operations is the backbone of scalable customer success. This role requires building efficient, repeatable processes that ensure customers can quickly adopt and succeed with our product. Balancing high-touch experiences with automation will be key.

• This role is ideal for someone who thrives in fast-paced, high-growth environments, enjoys problem-solving at a strategic and operational level, and is excited about shaping the future of customer enablement at Gravity Sketch.

Responsibilities:

Customer Operations & Process Optimisation

• Develop and implement scalable processes that reduce the need for 1 to 1 customer interactions.

• Establish data-driven methodologies to measure and improve customer engagement and training effectiveness.

• Continuously optimise and improve our Product Support for customers.

Customer Training & Enablement

• Own the development and execution of training curriculums and certification programs that drive product proficiency.

• Lead the creation of self-service resources, including digital content, guides, and learning modules to support customer education.

Building & Managing a Network of Experts

• Establish a global network of certified trainers and consultants, ensuring seamless knowledge transfer and expert-led customer education.

• Develop a structured approach to assigning and managing freelancers, ensuring consistent quality in training delivery.

Cross-Functional Collaboration & Customer Advocacy

• Partner with Revenue, Product, and Design Consulting teams to align on customer success strategies.

• Gather and analyse customer feedback to inform product improvements and enhance user experience.

• Act as a customer advocate, ensuring user needs are reflected in operational and strategic decisions.

Leadership & Team Development

• Manage and mentor the Customer Operations team, ensuring alignment with company vision and operational goals.

• Drive team efficiency by implementing clear workflows, responsibilities, and success metrics.

• Foster a culture of continuous improvement, innovation, and customer-centric thinking.

Managing Self-Service Customer Portfolio

• Oversee a portfolio of self-service customers, ensuring reactive management to support their needs while driving retention.

• Own the renewals and contract processing for self-service accounts, ensuring smooth operations and minimising churn.

• Develop automation and scalable engagement strategies to provide value to smaller accounts without high-touch interactions.

Requirements:

• Experience in customer operations, enablement, or product support within a SaaS, digital design, or product-led environment.

• Extremely operational, past experience in strategic planning and project delivery is a must.

• Proven ability to design, implement, and scale customer process and tools.

• Ability to develop and execute scalable processes to enhance operational efficiency.

• Excellent communication and stakeholder management skills, with the ability to work cross-functionally.

• Strong leadership experience with a track record of managing and developing teams.

• A data-driven mindset, using insights to refine strategies and measure success.

• Creative problem solver with a hands-on approach to execution and optimisation.