Customer Success Operations Manager

About the job

Overview

The mission of the Operations Manager is to assist the Global Customer Success team in scaling effectively. You will be a key partner in establishing customer success objectives, strategies, tactics, and reporting for the global team. Specifically, you will support and enable the team in achieving operational targets related to expansion, revenue retention, referenceability, and ARR through detailed reporting. The Operations Manager is also responsible for driving the strategic vision, implementation, and continuous improvement of the Gainsight platform to enhance customer success outcomes. This role involves collaborating with cross-functional teams to gather and prioritize requirements, ensuring that Gainsight aligns with the organization's broader customer success objectives. The Operations Manager Int will leverage data and analytics to monitor platform performance, identify areas for optimization, and implement enhancements that drive key metrics such as customer health, retention, and expansion.

Scope

• Ensure Gainsight ongoing enhancements align with the organization's strategic goals for customer success. This includes defining the product vision, setting clear objectives, and developing a roadmap that supports long-term business strategies.
• Collaborate with various departments such as Customer Success, Sales, Marketing, Data Analytics, and IT to gather requirements, prioritize features, and ensure that Gainsight meets the needs of all stakeholders. Facilitate communication and coordination across teams to drive seamless integration and adoption of the platform.
• Leverage data and analytics to develop, track, and measure results for CSM related initiatives and metrics such as customer health, attrition risk, expansion opportunities, referenceability, and more.
• Support the rollout of processes, programs, and tools to improve the CSM team's effectiveness. Identify bottle necks and document potential improvements in current CSM operations.
• Ability to communicate KPIs to the global CSM team, team leaders, VP and CVP of CS. Additionally, comfortably working with stakeholders in Sales, Operations, Data Analytics, Finance, Renewals, Marketing, DX, and others.
• What You'll Do
• Establish and communicate a clear product vision and roadmap for Gainsight implementation and enhancements, ensuring alignment with business objectives and customer success goals.
• Work closely with the development team to ensure that the Gainsight platform is built according to specifications. This includes writing user stories, defining acceptance criteria, and participating in sprint planning and review meetings.
• Continuously monitor the performance and usage of Gainsight, leveraging data and analytics to identify areas for improvement. Provide insights and recommendations to optimize the platform's effectiveness in achieving customer success metrics.
• Act as the primary point of contact for all Gainsight-related inquiries and updates. Conduct regular training sessions and workshops to ensure stakeholders are well-versed in using Gainsight features and functionalities to drive customer success.
• Act as a business partner for the CSM team, providing guidance and insights into customer health, attrition risks, expansion opportunities, SaaS consumption, and adoption.
• Leverage data and analytics to develop, lead, and measure results for CSM related initiatives, programs, and campaigns.
• Interpret data and provide ongoing reporting.
• Aid in the deployment and ongoing hygiene of Customer Success Platform (Gainsight, Salesforce, PowerBI)
• Provide regular updates on customer success metrics and insights to leadership and stakeholders.
• Support the rollout of processes, programs, and tools to improve the CSM team's effectiveness.
• Collaborate cross-functionally with major stakeholders in Sales, Services, Operations, Data Analytics, Finance, Renewals, Marketing, Product, and others.
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What We Are Looking For

• 5 Years experience in a Business Operations capacity
• Strong experience with Microsoft Office (Excel, Power Point)
• Salesforce application/reporting skills
• Experience with Gainsight
• Strong overall reporting/analytics skills
• Excellent written and verbal communication skills
• Organized with proven ability to successfully manage multiple tasks while maintaining high quality outputs and delivering on time.
• Analytical thinker with the ability to break down complicated issues and simplify complicated processes.
• Strong attention to detail in daily tasks and projects, while also having the ability to see beyond the individual tasks and understand the broader impact and implications of activities on other cross-functional teams.
• Relevant experience in technology industry (SaaS preferred)
• Experience with MS Visio & PowerBI (Preferred)