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About the role
Key responsibilities & impact- Create, develop, and initiate automation in Gainsight
- Develop playbooks, programs, and success plans that translate CSM best practices into scalable workflows
- Track customer success metrics across the customer lifecycle
- Develop reporting and dashboards for leadership
- Design and implement scalable processes and best practices for maintaining and troubleshooting CS systems
- Maintain and troubleshoot Gainsight CS, Community, Staircase, and Kantata
- Serve as the senior escalation point and subject-matter authority for CS systems
- Guide root-cause resolution and improve issue triage
- Define and monitor customer operations KPIs across the customer lifecycle
- Drive improvements that reduce manual effort across the organization
- Use data analytics, NPS, and CSAT to identify operational insights and opportunities
- Produce executive reporting and action plans
- Lead the CS knowledge base strategy, including SOPs, tutorials, and FAQs
- Design and implement scalable one-to-many customer programs using Journey Orchestrator
- Collaborate with Digital Experience, Revenue Enablement, Product, Marketing, Sales, CS, and Revenue Operations teams
- Shape training strategy for CS systems, processes, and tools
- Direct AI-powered analytics, generative AI, AI-assisted documentation, and AI-based diagnostics across CS operations
Requirements
What you’ll need- 8+ years of related experience in Customer Success, Customer Support, Professional Services, or Customer Operations, or 6+ years with an advanced degree in a related field
- Advanced, in-depth expertise with Gainsight
- Strong working knowledge of Salesforce
- Advanced proficiency in Excel and data analytics techniques
- Strong analytical thinking and problem-solving skills
- Ability to resolve complex problems across Customer Success, Product, Marketing, Sales, and Revenue Operations
- Enthusiasm for AI and its potential impact
- Ability to determine methods and procedures for new assignments and work independently with minimal oversight
- Sound judgment in selecting methods, techniques, and evaluation criteria
- Ability to coordinate the work of other team members as needed
- Strong interpersonal and networking skills
- Ability to collaborate with internal and external stakeholders
- Self-starter able to direct initiatives independently and work effectively in a team environment
- Experience at a fast-paced SaaS startup is a plus
Benefits
Comp & perks- Hybrid work arrangement with flexibility and collaboration
- Comprehensive private medical, dental, vision, and life insurance coverage for employees and their families
- Wellness reimbursement program
- Company-wide wellness days
- Savings fund
- Monthly teleworking allowance
- Grocery vouchers
- Travel insurance
- Flexible Time Off program in addition to legally required days off
- Mission-driven team focused on improving healthcare
- Reasonable accommodation for individuals with disabilities