Senior CPX Operations Manager, Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Enhance systems, processes, and tools to improve efficiency and eliminate repetitive tasks for Customer Success teams.

• Optimize the technology stack, particularly Gainsight, and collaborate with Business Technology to establish automation and AI-driven workflows.

• Collect comprehensive business requirements from Customer Success stakeholders and convert them into technical configurations.

• Assist in the regional implementation of global operational initiatives and standardized processes.

• Promote the adoption of standard workflows to ensure data accuracy and consistency across systems.

• Collaborate with Business Technology, Product, Sales, and other cross-functional teams.

• Create and maintain playbooks, process documentation, and communications for the field.

• Identify and nurture regional change champions to reinforce best practices and drive adoption.

• Design and sustain systems for collecting, consolidating, and analyzing customer interaction data and Customer Success performance metrics.

• Develop operational dashboards that deliver actionable insights to Customer Success managers and individual contributors.

⛳️ Requirements

• 4+ years of experience in Operations for Customer Success or Customer Experience, preferably within a SaaS environment.

• An undergraduate degree in a related field or equivalent practical experience.

• Experience working with geographically dispersed teams.

• Proficiency in leveraging Gainsight or similar platforms, Salesforce, and Snowflake to automate and enhance customer management.

• Experience in re-engineering processes through automation and AI to improve efficiency and support scale/growth in Customer Success teams.

• Familiarity with gathering business requirements and implementing changes through structured methodologies.

• Excellent problem-solving, critical thinking, and analytical skills.

• Strong verbal and written communication abilities.

• Capability to effectively engage with business partners at various organizational levels.

• Strong project management, time management, organizational skills, and keen attention to detail.

• Ability to synthesize data into actionable insights and communicate them to stakeholders.

• Personable, agile, adaptable, and flexible mindset.

• Willingness to travel up to 15% for team and corporate meetings.

• Reliable internet access for periods of remote work.

🏝️ Benefits

• A discretionary bonus typically awarded annually.

• Restricted Stock Units granted at the time of hire.

• 401(k) matching.

• Comprehensive employee benefits package.

• Flexible work arrangements: options to work from an office or remotely from any location within your country of employment.

• Reasonable accommodations for applicants with disabilities.