Customer Success Operations Manager

Icertis Customer Experience and Success Management is seeking an energetic, detail-oriented individual to support the operations of our global Customer Success organization. In this individual contributor role, you will help administer and optimize Gainsight and other customer success tools, generate and maintain reporting and dashboards, and support the execution of key operational processes that enable our teams to deliver exceptional customer experiences.

In this role, youll collaborate with cross-functional teams including Customer Success, Marketing, Sales, and Product to ensure operational excellence, data-driven decision-making, and seamless experiences for both our internal teams and customers.

You will need to work from 14:00 – 22:00 IST to collaborate with global teams across time zones.

Responsibilities

• Support the day-to-day administration of Gainsight, including user setup, dashboards, reports, health scores, and workflows.
• Assist in maintaining playbooks, rules, and success plans in Gainsight to support Customer Success processes.
• Build, maintain, and analyze reports and dashboards in Gainsight, Salesforce, Power BI and other enterprise tools to deliver actionable insights that guide Customer Success strategy and execution.
• Partner with Customer Success Operations leadership and IT to ensure data integrity across Gainsight, Salesforce, and other customer systems.
• Monitor customer health metrics and provide actionable insights to Customer Success Managers and leadership.
• Support initiatives that improve visibility and efficiency for Customer Success teams, including process improvements, reporting enhancements, and workflow optimization.
• Document and maintain CS processes, workflows, and best practices.
• Support onboarding, training, and enablement for Customer Success team members on CS tools and processes.
• Contribute to continuous improvement initiatives by suggesting enhancements to tools, workflows, and reporting.

Qualifications

• 7 to 8 years of experience in Customer Success, Sales Operations, Marketing Operations, or a related operations role.
• Hands-on experience with Gainsight administration (or a similar customer success platform).
• Strong analytical and Excel skills; ability to work with reports, dashboards, and customer data.
• Excellent communication skills (written and verbal) and ability to collaborate across teams.
• Strong organizational skills with attention to detail and the ability to manage multiple priorities.
• Bachelor’s degree or equivalent experience with a customer-first mindset.