Partner with Customer Success global leadership to operationalise Customer Success strategy, translating strategic priorities into scalable processes, systems and operational frameworks.
Enable data-driven Customer Success, building dashboards, reporting frameworks and operational insights that help teams monitor customer health, adoption and risk.
Design scalable digital Customer Success programmes that drive onboarding, product adoption, expansion opportunities and proactive risk mitigation.
Partner with Systems Engineering, Revenue Operations and Data teams to ensure Customer Success systems, integrations and data flows support scalable operations.
Continuously improve Customer Success productivity and scalability by identifying opportunities for automation, tooling improvements and operational simplification.
What you’ll bring with you 5+ years of experience working in Customer Success Operations or Enablement within a B2B SaaS or technology organisation.
Strong experience working with Gainsight (or similar CS products), including configuration of health scoring frameworks, automation workflows, playbooks and customer engagement programmes.
Gainsight Administrator certification preferred.
Demonstrated experience designing scalable operational processes and systems that enable Customer Success teams to manage customers effectively.
Strong data literacy and analytical capability, including experience building dashboards, reporting frameworks and operational performance metrics.
Ability to investigate and validate customer data issues, including the ability to write or interpret basic SQL qu.