Customer Success Operations & Insights Lead

Job description

Job Title Customer Success Operations & Insights Lead Job Description Summary: The Customer Success Operations & Insights Lead owns Gainsight administration, Smartsheet solution design and reporting, and the creation of executive-level client summary narratives. This role enables proactive customer health management, streamlined workflows, and board-ready insights that drive retention, expansion, and a world-class client experience. Job Description Key Responsibilities: Gainsight Administration 35% of time: Smartsheet Solution Design & Reporting 20% of time Executive-Level Client Summary & Insights 45% of Time - Serve as platform owner for Gainsight (CS + PX where applicable): user management, permissions, data governance, and integrations (CRM, support, billing). - Design and maintain health scores , playbooks , journeys , CTAs , Success Plans , and automated outreaches . - Build and optimize dashboards for CSMs, leadership, and cross-functional partners; manage data quality SLAs . - Partner with Client Success Leadership, SalesForce Support, and Client Services to align product telemetry, usage data, and customer feedback into Gainsight objects. - Own release management: sandbox...