Customer Experience Optimization Lead

2 days ago

Tarlac City, Central Luzon, Philippines beBeeOperations Full time $100,000 - $143,777

The company is a pioneer in the field of AI-native customer support platforms, built on a multi-agent architecture for omnichannel resolution. Trusted by leading companies, its AI agents resolve billions of monthly support issues.

At the forefront of shaping customer experience with AI, we're seeking an experienced Customer Success Operations Manager to play a pivotal role in delivering value and scaling growth. Reporting directly to the VP of Customer Experience, this position offers the opportunity to own systems and processes that drive customer health, renewals, and strategic insights.

This role is ideal for someone who wants to make a lasting impact: designing and optimizing workflows that track customer health, drive renewals, and surface actionable insights. You'll be responsible for ensuring that Gainsight, Salesforce, and our broader CS tech stack are powering long-term retention and expansion.

In a fast-paced, collaborative environment, your ideas won't just be implemented – they'll shape how we serve our customers. As a strategic partner to the CS leadership team, you'll report directly to the VP of Customer Experience.

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.
Requirements
  • 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 & strong Salesforce skills.
  • Proven track record of designing scalable processes for customer-facing teams.

Excellent communication and stakeholder management skills are essential for success in this role.


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