About

• Purpose of the role
• Part of the customer success leadership team, supporting the heads of Customer Success to meet efficiency and service-level targets on key processes including customer health, renewals, churn risk, onboarding and customer feedback surveys.
• Process-focused, and tech-savvy role, responsible for enabling our Customer Success team work smarter, scale faster, and deliver exceptional customer experiences.
• Owner of the Gainsight platform and Customer Success tech stack, champion AI-driven solutions, optimize workflows, and provide insights that drive retention, adoption, and growth.
• The operational engine behind the customer success team—equipping them with the tools, data, AI capabilities, and processes they need to make customers successful at scale
• · Qualification and Education: Gainsight University , Familiarity with MEDDIC an advantage
• · 5+ years in Customer Success, or equivalent field, with 2+ years in Customer Success Operations
• · Expert technical Gainsight CS skills (admin configuration, automation)
• · Experience with Salesforce, BI tools (Power BI or equivalent), and customer communication tools.
• · Experience implementing or managing AI-based solutions in a customer success context.
• · Strong analytical and project management skills
• · Familiarity with Intercom or equivalent (e.g. Gainsight PX)
• · Strong communication and change management capabilities
• Job Responsibilities
• · Act as advisory to heads of Customer Success to increase efficiencies, proactively recommend best practices, and identify opportunities for improvement across different Customer Success teams
• · Implement technical changes and updates within Gainsight, manage Customer Success operations resources and guide other Gainsight admins
• · Collaborate with internal teams and colleagues including Salesforce, Data and Product to ensure alignment of data flows and technology. Represent Customer Success in company-wide process, technology and data initiatives.
• · Provide regular training to Customer Success Managers, maintain a feedback loop for improvement and drive Gainsight adoption
• · Ensure data integrity throughout the Customer Success tech stack
• · Maintain a relationship with Gainsight and any other relevant vendors, participate in networks and keep up to date with Customer Success industry trends
• · May be assigned as Customer Success Manager for some customers
• Key Success Factors / impact
• · Delivery of Gainsight technical requests (time and quality)
• · Number of customers per CSM (improved ratio)
• · Feedback from Customer Success Managers on tech stack
• · Gainsight adoption trends
• What You’ll Gain
• Exposure to strategic, monetization, and commercial product development.
• Mentorship from experienced product and growth leaders.
• The opportunity to see the full product lifecycle, from discovery to revenue impact.
• The chance to make a measurable impact on business and customer KPIs.