Global 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. You will play a crucial role in defining customer success goals, strategies, and metrics for the international team.

In particular, your focus will be on enabling the team to meet operational objectives concerning growth, revenue retention, customer advocacy, and Annual Recurring Revenue (ARR) through comprehensive reporting.

Key Responsibilities

Drive the strategic vision, implementation, and ongoing enhancement of the Gainsight platform to improve customer success outcomes. This role requires collaboration with cross-functional teams to gather and prioritize requirements, ensuring that Gainsight aligns with the organization’s broader customer success objectives.

Utilize data and analytics to monitor platform performance, identify areas for improvement, and implement enhancements that positively impact key metrics such as customer health, retention, and expansion.

Scope of Work

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

Work collaboratively 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 communication and coordination across teams to promote seamless integration and adoption of the platform.

Leverage data and analytics to develop, track, and measure results for Customer Success Manager (CSM) initiatives and metrics, including customer health, attrition risk, expansion opportunities, and customer advocacy.

Support the implementation of processes, programs, and tools 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 executives, and engage comfortably with stakeholders across Sales, Operations, Data Analytics, Finance, Renewals, Marketing, and other departments.

Qualifications

5 years of experience in a Business Operations role.

Proficient in Microsoft Office Suite (Excel, PowerPoint).

Experience with Salesforce application/reporting.

Familiarity with Gainsight is essential.

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, preferably in SaaS.

Experience with MS Visio & PowerBI is a plus.

Our Values

At Blue Yonder, our core values unite us and drive our success and 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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