Visionary Customer Experience Architect

2 days ago

Ayala Alabang, National Capital Region, Philippines beBeeOperations Full time $120,000 - $150,000
Customer Success Operations Manager Role Overview

We are seeking a seasoned Customer Success Operations Manager to join our team. In this pivotal role, you will be responsible for designing and optimizing the systems and processes at the heart of our customer journey.

This is an excellent opportunity for someone who wants to make a visible impact on how we deliver value and scale with growth. As a key member of our Customer Experience (CX) team, you will partner closely with our VP of CX and CS leadership team to drive customer outcomes and operational efficiency.

Key Responsibilities
  • Define, implement, and refine workflows that support Customer Success, Support, and Onboarding teams.
  • Standardize playbooks, renewal processes, health scoring models, and customer journey maps.
  • Act as the primary administrator and owner of Gainsight and Salesforce for the CS org.
  • Manage integrations between Gainsight, Salesforce, Zendesk, and other CS tooling.
  • Drive automation to reduce manual work and improve efficiency.
  • Build and maintain reporting dashboards for leadership (adoption, renewals, churn, NPS, expansion).
  • Track KPIs and provide insights that drive customer outcomes and operational efficiency. Conduct root cause analysis on churn or support bottlenecks, and propose solutions.
Requirements
  • Someone with a can do attitude who takes the initiative
  • An analytical mindset with ability to turn data into actionable insights.
  • Experience with SaaS / subscription business models.
  • 5+ years of experience in Customer Success, RevOps, or related operations role.
  • Exposure to renewal forecasting and customer revenue operations.
  • Hands-on Gainsight administration (health scoring, rules engine, journeys, CTAs, dashboards) & strong Salesforce skills (reports, dashboards, workflows, object customization). Zendesk preferred.
  • Proven track record of designing scalable processes for customer-facing teams.

Excellent communication and stakeholder management skills are essential for success in this role. If you have the right mix of technical expertise and people skills, please apply.

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