Customer Experience Process Architect

1 week ago

Angeles City, Central Luzon, Philippines beBeeOperations Full time $120,000 - $150,000
Role Overview

The Customer Success Operations Manager plays a pivotal role in shaping the customer-facing teams' delivery of value and scalability with growth.

This individual will design and optimize systems and processes at the heart of the customer journey, ensuring seamless interaction between various teams and stakeholders.

The ideal candidate will possess exceptional analytical skills, able to turn data into actionable insights and drive business outcomes.

Key Responsibilities
  • Define 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
  • 5+ years of experience in Customer Success, RevOps, or related operations role.
  • Experience with SaaS / subscription business models.
  • Exposure to renewal forecasting and customer revenue operations.
  • Hands-on Gainsight administration & strong Salesforce skills (reports, dashboards, workflows, object customization). Zendesk preferred.
  • Proven track record of designing scalable processes for customer-facing teams.
What You'll Gain

A fast-paced, collaborative environment where your ideas will shape how we serve our customers.

Opportunities to grow professionally and develop new skills in a rapidly evolving industry.

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