Customer Operations Manager

The Customer Operations Manager will be responsible for supporting the work of the Global Customer Success and Customer Support teams through expert execution and optimization of our Gainsight and Salesforce platforms. As the subject matter expert on our Gainsight implementation, you'll support Customer Success and the broader GTM organization. Responsibilities include managing and optimizing the customer operations tech stack, focusing on Gainsight and Salesforce, and driving the execution of the Customer Success operations roadmap. You will also partner with CS, AM, and Support teams to deliver new capabilities, functionality, and supporting processes that improve the customer journey. Collaboration with Marketing, Sales, and Product is crucial to ensure a seamless and unified customer experience. Manage and improve data integrations between Gainsight, Salesforce, and other business systems in order to implement solutions to address scaling challenges in a hyper-growth environment. Create and maintain reporting on key Customer Success KPIs (e.g., health scores, adoption, churn risk, renewals, and support efficiency). Build a comprehensive and connected view of our customers across multiple data points (health, revenue, usage, renewals) to enable proactive engagement.