Customer Success Process Designer

24 hours ago

Cabuyao, Calabarzon, Philippines beBeeOperations Full time $130,000 - $155,000
About the Job

The Customer Success Operations Manager will play a pivotal role in shaping how customer-facing teams deliver value and scale with growth. This is an opportunity to own systems and processes at the heart of the customer journey.

This role is ideal for someone who wants to make a visible impact: you'll design and optimize how we track customer health, drive renewals, and surface insights that influence company strategy.

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 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.
  • Rollout and train teams on new processes and best practices.
Requirements
  • A proactive individual who takes initiative.
  • An analytical mindset with ability 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 (health scoring, rules engine, journeys, CTAs, dashboards) & strong Salesforce skills (reports, dashboards, workflows, object customization). Zendesk preferred.
  • A proven track record of designing scalable processes for customer-facing teams.

Excellent communication and stakeholder management skills.


What We Offer

You'll have the opportunity to work with a talented team and make a meaningful impact in the industry. We offer a competitive salary, comprehensive benefits package, and opportunities for growth and professional development.

We are committed to creating a diverse and inclusive workplace culture. If you're passionate about delivering exceptional customer experiences, please apply today

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