Strategic Operations Manager for Customer Experience

1 day ago

Paranaque City, Calabarzon, Philippines beBeeOperations Full time $120,000 - $170,000

Forethought is at the forefront of revolutionizing customer experience through innovative AI technology.

In this pivotal role, you will play a key part in shaping how our customer-facing teams deliver value and scale with growth. Reporting to the VP of Customer Experience, you will have the opportunity to own the systems and processes that form the heart of our customer journey.

This position is ideal for someone who wants to make a significant impact: you will design and optimize how we track customer health, drive renewals, and surface insights that influence company strategy. You will be the person responsible for ensuring that Gainsight, Salesforce, and our broader CS tech stack are powering not just day-to-day efficiency, but long-term retention and expansion.

You will work in a fast-paced, collaborative environment where your ideas will shape how we serve our customers.

The Strategic Operations Manager will report directly to the VP of Customer Experience and act as a strategic partner to the CS leadership team.

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.
  • Partner with Sales, RevOps, Finance, and Product to align on customer metrics and handoffs.
  • Support Customer Success Managers with tools and reporting to manage their portfolios effectively.
Requirements
  • A results-driven individual with an analytical mindset and ability to turn data into actionable insights.
  • 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.

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