Customer Success Operations Manager

 
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.

Data:

Utilize AI insights to report on platform usage, Track leading indicators of adoption and customer health; analyze trends with AI to identify opportunities for enablement and intervention.

Processes:
Customer Lifecycle: Determine the timing and content of touch points for CSMs and Onboarding team members along the customer journey to drive optimal adoption and net promoter score.
Risk Management: Detect early signals of at-risk renewals, design playbooks leveraging AI insights for Onboarding Managers and CSMs to address them, and provide paths to escalation.
Team Strategy & Enablement:  Collaborate with Customer Success Team's leadership to review and redefine team structure by leveraging AI-driven insights into customer metrics.
Drive enablement, providing materials and AI-enabled data that help CSMs work more effectively.
 
What We Require:

Flexible and adaptable to change.
3+ years of experience in a Customer Success Operations, Revenue Operations, or Business Systems role.
2+ years hands-on Gainsight experience, including Journey Orchestrator, Success Plans, Playbooks.
Proficiency in Salesforce with a strong understanding of objects, fields, reporting, workflows, and user roles.
Demonstrated ability to translate CS strategy into system requirements and process improvements.
Experience in integrating AI technologies to enhance customer success operations.
Excellent communication and collaboration skills with both technical and non-technical audiences.
Takes a high degree of ownership over their work and is a clear communicator with professional presence.
The successful candidate will be a forward-thinking leader with a track record of driving technological innovation in Customer Success environments. If you are passionate about harnessing the power of AI to transform customer interactions and optimize team performance, we encourage you to apply.

Please note: If the successful candidate lives within 50 km of our office in Waterloo, Ontario this will be a hybrid position (Monday and Friday – work from home, Tuesday, Wednesday and Thursday – work onsite). If the successful candidate lives more than 50 km from our office in Waterloo this will be a remote position.
 

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