Purpose of the role
Part of the customer success leadership team, supporting the heads of Customer Success to meet efficiency and service-level targets on key processes including customer health, renewals, churn risk, onboarding and customer feedback surveys.
Process-focused, and tech-savvy role, responsible for enabling our Customer Success team work smarter, scale faster, and deliver exceptional customer experiences.
Owner of the Gainsight platform and Customer Success tech stack, champion AI-driven solutions, optimize workflows, and provide insights that drive retention, adoption, and growth.
The operational engine behind the customer success team—equipping them with the tools, data, AI capabilities, and processes they need to make customers successful at scale
· Qualification and Education: Gainsight University , Familiarity with MEDDIC an advantage
· 5+ years in Customer Success, or equivalent field, with 2+ years in Customer Success Operations
· Expert technical Gainsight CS skills (admin configuration, automation)
· Experience with Salesforce, BI tools (Power BI or equivalent), and customer communication tools.
· Experience implementing or managing AI-based solutions in a customer success context.
· Strong analytical and project management skills
· Familiarity with Intercom or equivalent (e.g. Gainsight PX)
· Strong communication and change management capabilities
Job Responsibilities
· Act as advisory to heads of Customer Success to increase efficiencies, proactively recommend best practices, and identify opportunities for improvement across different Customer Success teams
· Implement technical changes and updates within Gainsight, manage Customer Success operations resources and guide other Gainsight admins
· Collaborate with internal teams and colleagues including Salesforce, Data and Product to ensure alignment of data flows and technology. Represent Customer Success in company-wide process, technology and data initiatives.
· Provide regular training to Customer Success Managers, maintain a feedback loop for improvement and drive Gainsight adoption
· Ensure data integrity throughout the Customer Success tech stack
· Maintain a relationship with Gainsight and any other relevant vendors, participate in networks and keep up to date with Customer Success industry trends
· May be assigned as Customer Success Manager for some customers
Key Success Factors / impact
· Delivery of Gainsight technical requests (time and quality)
· Number of customers per CSM (improved ratio)
· Feedback from Customer Success Managers on tech stack
· Gainsight adoption trends
What You’ll Gain