Customer Operations Manager
1Password
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $92,000 - $124,000 per year
Job Level
Mid-LevelSenior
About the role
- Become the subject matter expert on our Gainsight implementation to support Customer Success and the broader GTM organization.
- Manage and optimize the customer operations tech stack, focusing on Gainsight and Salesforce.
- Drive the execution of the Customer Success operations roadmap, evolving playbooks, customer health scoring, adoption programs, and C360/Voice of Customer initiatives.
- Leverage Gainsight and Salesforce to introduce automation and orchestrations that improve efficiency across Customer Success, Support, and Account Management.
- Partner with CS, AM, and Support teams to deliver new capabilities, functionality, and supporting processes that improve the customer journey.
- Work cross-functionally with Marketing, Sales, and Product to ensure a seamless and unified customer experience.
- Manage and improve data integrations between Gainsight, Salesforce, and other business systems.
- 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.
Requirements
- Minimum 3 years of hands-on experience with Gainsight and Salesforce administration.
- Certification with Gainsight NXT is an asset.
- Previous experience in a SaaS customer success environment is essential.
- Familiarity with tools such as Zendesk, Salesforce CPQ, Qualtrics and Gong is considered an asset.
- High level of proficiency with Excel and data analysis.
- Strong organizational skills; able to prioritize tasks and manage competing deadlines in an agile framework.
- Ability to thrive in a fast-paced, high-growth environment.
- Post-secondary degree or diploma in a business-related field.
Benefits
- immediate participation in 1Password's benefits program (health, dental, 401k and many others)
- utilization of our generous paid time off
- an equity grant
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
GainsightSalesforcedata analysisreportingcustomer health scoringadoption programsautomationdata integrationsSaaSExcel
Soft skills
organizational skillsprioritizationagile frameworkability to thrive in fast-paced environmentcross-functional collaboration
Certifications
Gainsight NXT certification