Customer Success Operations Lead

2 weeks ago

Monterey, California, United States Blue Yonder Full time
Position Overview

The primary objective of the Operations Manager is to support the Global Customer Success team in achieving scalable growth. This role will be instrumental in defining customer success goals, strategies, and metrics for the global team.

In particular, you will empower the team to meet operational objectives related to growth, revenue retention, customer advocacy, and Annual Recurring Revenue (ARR) through comprehensive reporting.

Key Responsibilities

The Operations Manager will spearhead the strategic vision, execution, and ongoing enhancement of the Gainsight platform to improve customer success results.

This position requires collaboration with cross-departmental teams to collect and prioritize requirements, ensuring that Gainsight is in sync with the organization’s overarching customer success goals.

Utilize data and analytics to track platform performance, pinpoint areas for improvement, and implement upgrades that enhance critical metrics such as customer health, retention, and growth.

Scope of Work

Ensure that the ongoing enhancements of Gainsight align with the organization’s strategic objectives for customer success. This involves defining the product vision, establishing clear goals, and creating a roadmap that supports long-term business strategies.


Work in partnership with departments such as Customer Success, Sales, Marketing, Data Analytics, and IT to gather requirements, prioritize features, and ensure that Gainsight meets the needs of all stakeholders.

Facilitate effective communication and coordination across teams to ensure seamless integration and adoption of the platform.

Leverage data and analytics to develop, monitor, and assess outcomes for Customer Success Manager (CSM) initiatives and metrics, including customer health, attrition risk, growth opportunities, and customer advocacy.

Support the implementation of processes, programs, and tools designed to enhance the effectiveness of the CSM team. Identify bottlenecks and document potential improvements in current CSM operations.

Communicate key performance indicators (KPIs) to the global CSM team, team leaders, and senior management, while engaging comfortably with stakeholders across Sales, Operations, Data Analytics, Finance, Renewals, Marketing, and other departments.

What We Seek

5 years of experience in a Business Operations role.

Proficient in Microsoft Office (Excel, PowerPoint).

Experience with Salesforce application/reporting.

Familiarity with Gainsight.

Strong analytical and reporting skills.

Excellent written and verbal communication abilities.

Highly organized with a proven capacity to manage multiple tasks while maintaining high-quality outputs and meeting deadlines.

Analytical mindset with the ability to simplify complex issues and processes.


Attention to detail in daily tasks and projects, while also understanding the broader implications of activities on cross-functional teams.

Relevant experience in the technology sector (SaaS preferred).

Experience with MS Visio & PowerBI (Preferred).

Our Core Values

Our values are the foundation of our company culture and drive our success as well as that of our customers. We are committed to fostering an inclusive environment that values diversity, inclusion, and equality.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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