Customer Journey Manager

2 days ago

Cebu City, Central Visayas, Philippines beBeeOperations Full time $105,000 - $151,212
Operations Management Role

We are seeking a skilled Operations Manager to play a pivotal role in shaping our customer-facing teams' delivery of value and scale with growth.

This is an opportunity to own the systems and processes at the heart of our customer journey. You will design and optimize how we track customer health, drive renewals, and surface insights that influence company strategy.

The ideal candidate has a can-do attitude, takes initiative, and possesses an analytical mindset with the ability to turn data into actionable insights. Experience with subscription business models and renewal forecasting is also desirable.

  • 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.

Excellent communication and stakeholder management skills are essential. The successful candidate will be able to rollout and train teams on new processes and best practices.

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