Senior Manager, Customer Success Operations

Bazaarvoice

. Lead, coach, and develop the CS Operations team, including a CS Analyst and a Gainsight Administrator .

Posted 11/6/2026full-timeUnited StatesSenior💰 $152,991 - $182,414 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success Operations, focusing on metrics management, team leadership, and the implementation of AI-assisted workflows. Proficient in utilizing Gainsight, Salesforce, and analytical tools to drive customer engagement and retention strategies.

Highest-signal resume keywords

Customer Success Operations LeadershipGainsight ProficiencySalesforce ExperienceStrong Analytical SkillsAI-Assisted Workflow Implementation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success MetricsRetention AnalysisChurn ManagementSQL SkillsBusiness Intelligence Tools

Soft Skills

Team LeadershipClear CommunicationCollaboration Across DepartmentsMentoring and Development

Tools & Technologies

GainsightSalesforceGongStaircase AISnowflakeTableauLooker

Industry Keywords

SaaS Business ModelsCustomer Engagement StrategyChange ManagementCustomer Feedback SynthesisEcommerce

Tech Stack

Tools & technologies

SnowflakeSQLTableau

About the role

Key responsibilities & impact

Lead, coach, and develop the CS Operations team, including a CS Analyst and a Gainsight Administrator
Set clear goals, provide regular feedback, and manage priorities and intake
Own the CS metrics framework, including gross revenue retention, net revenue retention, churn, customer health, adoption, time-to-value, and risk forecasting
Establish benchmarks by segment and region and translate trends into recommendations for resourcing, coverage, and customer engagement strategy
Own the strategy and governance of the CS tech stack, including Gainsight, Staircase AI, Salesforce, and Gong
Ensure data flows cleanly between systems and is trusted and well documented
Turn customer signals from Gong, Staircase, usage, and support activity into risk and opportunity alerts for CSMs
Identify, prioritize, and help implement agentic and AI-assisted workflows across the customer lifecycle
Define success metrics and human-in-the-loop guardrails for AI-assisted workflows
Support renewal and forecasting rigor and optimize coverage with CS and Sales leadership
Partner on forecast inputs, risk reviews, CSM capacity, book-of-business design, and segmentation
Establish repeatable processes, playbooks, and enablement for CSMs across escalation, QBR, and renewal motions
Synthesize customer feedback and behavioral trends into insights for CS, Sales, and Product

Requirements

What you’ll need

5+ years of professional experience in Customer Success, Customer Success Operations, or a closely related post-sale role, with at least 2 years in a CS or CS Ops function
2+ years of experience leading, managing, or formally mentoring others, such as analysts, administrators, or CSMs, with a track record of developing people
Strong working knowledge of Gainsight and hands-on Salesforce experience, plus working experience with Gong and Staircase AI (or similar conversation and relationship intelligence tools)
Strong analytical skills with a proven record of measuring and benchmarking key CS metrics (retention, churn, NRR/GRR, health, adoption) and translating the data into decisions
Experience with SaaS or subscription-based business models, ideally with enterprise customers
Ability to prioritize competing requests, communicate clearly with CSMs and executives, and collaborate across Sales, Support, Product, Finance, and RevOps
Prior experience as a CSM or CS leader, bringing firsthand understanding of the day-to-day customer motion
Experience designing, piloting, or scaling AI-assisted or agentic workflows in a CS or revenue organization
Experience building out an Operations or Analytics team, managing a technical administrator, or leading change management and CS enablement
Strong SQL and BI skills (e.g., Snowflake, Tableau, Looker)
Experience in ecommerce, retail, marketing technology, or UGC/reviews platforms, or supporting a global CS team