Customer Success Operations Lead

1 day ago

Cagayan de Oro, Northern Mindanao, Philippines beBeeOperations Full time $101,600 - $121,700
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Forethought is revolutionizing the customer experience with artificial intelligence. As a key player in this transformation, our Customer Success Operations Manager will play a pivotal role in shaping how our teams deliver value and scale with growth.

This individual will own the systems and processes at the heart of our customer journey, working closely with the VP of Customer Experience to drive strategic decisions. By defining and refining workflows that support Customer Success, Support, and Onboarding teams, this manager will standardize playbooks, renewal processes, health scoring models, and customer journey maps.

The primary administrator and owner of Gainsight and Salesforce for the CS org, this professional will manage integrations between Gainsight, Salesforce, Zendesk, and other CS tooling. Automation will be driven to reduce manual work and improve efficiency. Reporting dashboards will be built and maintained for leadership, tracking KPIs and providing insights that drive customer outcomes and operational efficiency.

This manager will partner with Sales, RevOps, Finance, and Product to align on customer metrics and handoffs. They will also support Customer Success Managers with tools and reporting to manage their portfolios effectively.

A strong candidate for this role will have a proven track record of designing scalable processes for customer-facing teams. Excellent communication and stakeholder management skills are essential. Additionally, hands-on Gainsight administration and strong Salesforce skills are required, as well as experience with SaaS / subscription business models and renewal forecasting.

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