Building Customer Success Through Operational Excellence

2 days ago

Mandaue City, Central Visayas, Philippines beBeeGrowth Full time $120,000 - $150,000

Unlock Customer Success with Data-Driven Insights

We're seeking an experienced Customer Success Operations Manager to join our team. This is a pivotal role in shaping the customer experience, and you'll have the opportunity to design and optimize processes that drive value and growth.

This role is perfect for someone who wants to make a lasting impact. You'll work closely with our leadership team to develop systems and processes that power long-term retention and expansion.

As a key member of our CS operations team, you'll be responsible for defining, implementing, and refining workflows that support our Customer Success, Support, and Onboarding teams.

  • Define and Optimize Workflows: Design and implement workflows that streamline processes and improve efficiency.
  • Standardize Playbooks and Processes: Develop standardized playbooks, renewal processes, health scoring models, and customer journey maps.
  • Administrate CS Tech Stack: Serve as the primary administrator and owner of Gainsight and Salesforce for the CS org.
  • Integrate Tools and Automate Processes: Manage integrations between Gainsight, Salesforce, Zendesk, and other CS tooling.
  • Drive Automation and Efficiency: Implement automation to reduce manual work and improve efficiency.
  • Develop Reporting Dashboards: Build and maintain reporting dashboards for leadership (adoption, renewals, churn, NPS, expansion).
  • Provide Insights and Analysis: Track KPIs and provide insights that drive customer outcomes and operational efficiency.
Requirements and Qualifications
  • Analytical Mindset: An analytical mindset with ability to turn data into actionable insights.
  • SaaS Experience: Experience with SaaS / subscription business models.
  • Customer Success Expertise: 5+ years of experience in Customer Success, RevOps, or related operations role.
  • Renewal Forecasting: Exposure to renewal forecasting and customer revenue operations.
  • Gainsight Administration: Hands-on Gainsight administration (health scoring, rules engine, journeys, CTAs, dashboards) & strong Salesforce skills (reports, dashboards, workflows, object customization). Zendesk preferred.

What We Offer

  • Collaborative Environment: A fast-paced, collaborative environment where your ideas won't just be implemented they'll shape how we serve our customers.
  • Strategic Partnership: The CS Operations Manager will report directly to the VP of Customer Experience (CX) and act as a strategic partner to the CS leadership team.

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