Customer Success Operations Manager

Job description

Job Description What you'll do: - Standardise the Customer Success operating model globally, working with CS leadership to define lifecycle stages, engagement frameworks and operational playbooks that enable consistent execution. - Partner with Customer Success global leadership to operationalise Customer Success strategy, translating strategic priorities into scalable processes, systems and operational frameworks. - Own and optimise Gainsight as the core Customer Success platform, designing health scoring frameworks, workflows and automated engagement programmes. - Enable data-driven Customer Success, building dashboards, reporting frameworks and operational insights that help teams monitor customer health, adoption and risk. - Design scalable digital Customer Success programmes that drive onboarding, product adoption, expansion opportunities and proactive risk mitigation. - Partner with Systems Engineering, Revenue Operations and Data teams to ensure Customer Success systems, integrations and data flows support scalable operations. - Continuously improve Customer Success productivity and scalability by identifying opportunities for automation, tooling improvements and operational...