AI-Driven Customer Success Operations Expert

2 days ago

Cainta, Calabarzon, Philippines beBeeOperations Full time $96,720 - $124,990

Forethought is the first AI-native platform for enterprise customer support, built on a multi-agent architecture for omnichannel resolution. Trusted by leading companies like Upwork, Grammarly, Airtable, and Datadog, Forethought's AI agents resolve billions of monthly support issues.

We're shaping the future of customer experience with AI. Our Customer Success (CS) Operations Manager will play a pivotal role in how our customer-facing teams deliver value and scale with growth.

This role is ideal for someone who wants to make a visible impact: designing and optimizing how we track customer health, drive renewals, and surface insights that influence company strategy. Ensuring Gainsight, Salesforce, and our broader CS tech stack are powering day-to-day efficiency, long-term retention, and expansion.

You'll work in a fast-paced, collaborative environment where your ideas won't just be implemented they'll shape how we serve our customers.

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.

Key Responsibilities
  • Define workflows that support Customer Success, Support, and Onboarding teams.
  • Standardize processes for playbooks, renewal processes, health scoring models, and customer journey maps.
  • Administer and own 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 reporting dashboards for leadership (adoption, renewals, churn, NPS, expansion).
  • Track KPIs and provide insights that drive customer outcomes and operational efficiency.
Requirements
  • A can-do attitude with initiative.
  • An analytical mindset 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 & strong Salesforce skills.
  • Proven track record of designing scalable processes for customer-facing teams.

Excellent communication and stakeholder management skills.

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