Customer Journey Excellence Specialist

1 day ago

Las Piñas, National Capital Region, Philippines beBeeCustomerSuccess Full time $80,000 - $140,000

The role of Customer Success Operations Manager is pivotal in driving customer satisfaction and scale with growth. The ideal candidate will design and optimize systems and processes that track customer health, drive renewals, and surface insights influencing company strategy.

This exceptional opportunity enables you to make a visible impact on the customer journey. You will be responsible for developing, implementing, and refining workflows supporting Customer Success, Support, and Onboarding teams.

Key responsibilities include:

  • Developing standardized playbooks, renewal processes, health scoring models, and customer journey maps
  • Acting as the primary administrator and owner of Gainsight and Salesforce for the CS org
  • Managing integrations between Gainsight, Salesforce, Zendesk, and other CS tooling
  • Driving automation to reduce manual work and improve efficiency
  • Building and maintaining reporting dashboards for leadership (adoption, renewals, churn, NPS, expansion)

You will track KPIs and provide insights driving customer outcomes and operational efficiency. Conduct root cause analysis on churn or support bottlenecks, and propose solutions.

Your expertise will be instrumental in ensuring our tech stack powers not just day-to-day efficiency but long-term retention and expansion.

We are looking for a results-driven individual with a can-do attitude who takes initiative. Strong analytical mindset and experience with SaaS / subscription business models are required.

A proven track record of designing scalable processes for customer-facing teams is essential. Excellent communication and stakeholder management skills are also necessary.

We offer a fast-paced and collaborative environment where your ideas will shape how we serve our customers. Reporting directly to the VP of Customer Experience (CX), you will act as a strategic partner to the CS leadership team.

About This Role:

  • A results-driven individual with a can-do attitude
  • Strong analytical mindset
  • Experience with SaaS / subscription business models
  • 5+ years of experience in Customer Success, RevOps, or related operations roles
  • Exposure to renewal forecasting and customer revenue operations
  • Hands-on Gainsight administration and strong Salesforce skills

What We Offer:

  • Fast-paced and collaborative environment
  • Opportunity to shape customer experience
  • Strategic partnership with CS leadership team

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