Description:
We are seeking a proactive and data-driven Customer Success Operations Manager with deep expertise in Gainsight and Salesforce support. This role is key to enabling our Customer Success team to deliver world-class experiences at scale, by optimizing tools, processes, and insights that drive customer engagement, retention, and growth. You will not only serve as the Gainsight owner and the primary Salesforce support liaison for CS-related needs but also spearhead the development of an AI strategy to enhance efficiency across all Customer Success teams.
Key Responsibilities
AI Strategy and Technology Optimization:
- Lead the integration of AI technologies to optimize Customer Success operations, enhancing engagement, retention, and growth while fostering a culture of technological advancement and efficiency.
- Collaborate with cross-functional teams (Sales Ops, RevOps, Product, IT) to ensure the aligned integration of AI tools, ensuring seamless data flow and operational efficiency.
- Implement AI-driven solutions that streamline workflows, improve data analysis, and provide actionable customer insights.
- Continuously seek opportunities for automation and scalability through AI to reduce manual workloads and enhance customer interactions.
Platforms & Tools Adoption
- Own and support the Gainsight platform: manage configuration, workflows, CTAs, playbooks, health scores, dashboards, and data integrations.
- Partner with Customer Success leadership to define and implement scalable, tech-enabled engagement strategies.
- Drive adoption of Gainsight and Salesforce within the CS team by establishing clear usage metrics, creating dashboards, and proactively identifying adoption gaps.
- Regularly connect with peer Gainsight admins and operations professionals to share best practices and ensure our use of the platform evolves with industry standards.
- Own and support the CS workspace within the eSentire aiportal: Evaluate, build, test, and implement new functionality to drive efficiency, while monitoring and reporting adoption within the CS team.
- Evaluate, test, and implement new tools or integrations, leveraging AI to optimize CS operations and drive efficiency.