Customer Experience Innovation Leader

2 days ago

Davao City, Davao, Philippines beBeeOperations Full time $90,000 - $118,000

At the forefront of customer experience innovation, we are seeking a Customer Success Operations Manager to spearhead the development and optimization of systems and processes that drive value delivery and growth.

This is an exceptional opportunity for someone who thrives in a fast-paced, collaborative environment where ideas shape the customer journey.

The ideal candidate will define, implement, and refine workflows that support Customer Success, Support, and Onboarding teams, ensuring seamless integration with Gainsight, Salesforce, and other CS tooling.

A strategic partner to the CS leadership team, this role requires strong analytical skills, with the ability to turn data into actionable insights and drive automation to reduce manual work and improve efficiency.

The successful candidate will build and maintain reporting dashboards for leadership, track KPIs, and provide valuable insights that drive customer outcomes and operational efficiency.

Key Responsibilities
  • Define and optimize 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 (health scoring, rules engine, journeys, CTAs, dashboards) & strong Salesforce skills (reports, dashboards, workflows, object customization). Zendesk preferred.
  • Proven track record of designing scalable processes for customer-facing teams.
What We Offer

Excellent communication and stakeholder management skills.

A collaborative and dynamic work environment.

Ongoing training and professional development opportunities.

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