Customer Success Operations Lead

Cushman & Wakefield

Customer Success Operations & Insights Lead overseeing Gainsight administration and reporting for client management. Leveraging AI-driven capabilities to enhance customer health and provide executive insights.

Posted 5/13/2026full-timeRemote • Alabama, Florida, Illinois, South Carolina, Texas • 🇺🇸 United StatesSenior💰 $131,750 - $155,000 per yearWebsite

About the role

Key responsibilities & impact

Owns Gainsight administration, Smartsheet solution design and reporting
Enables proactive customer health management, streamlined workflows, and executive-level insights
Serve as administrator of the Client Success and Client Experience technology ecosystem
Design and maintain customer health models, success frameworks, engagement workflows, and automated plays
Identify and deploy AI-driven capabilities to increase efficiency and reduce manual effort
Lead change and release management for Client Success systems and AI enhancements
Partner with Client Success, Sales, Product, Operations, and RevOps leaders
Architect scalable Client Success operating models, workflows, and governance structures
Build intelligent workflows for intake, prioritization, approvals, progress tracking, and escalations
Produce concise, executive-ready client insights and develop reporting packages

Requirements

What you’ll need

Prior experience administering, configuring, or operating Client Success and/or Client Experience platforms
Demonstrated experience with one or more industry-leading platforms such as Gainsight, Totango, ClientSuccess, Client Share, Planhat, Salesforce, Zendesk, and/or Medallia
Ability to translate business requirements into system design, workflows, data models, dashboards, and executive-level reporting
Experience working with integrated data environments (e.g., CRM, support, billing, usage, surveys)
Strong analytical, synthesis, and storytelling skills
Comfort leveraging automation and AI-enabled capabilities
Demonstrated expertise experience in Microsoft PowerPoint
Intermediate level experience with SmartSheet

Benefits

Comp & perks

health insurance
vision insurance
dental insurance
flexible spending accounts
health savings accounts
retirement savings plans
life insurance
disability insurance programs
paid time off
unpaid time off

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Gainsight administrationSmartsheet solution designAI-driven capabilitiesClient Success platformsClient Experience platformsData modelsDashboardsReporting packagesAutomated playsChange management

Soft Skills

Analytical skillsSynthesis skillsStorytelling skillsLeadershipCollaborationCommunicationProblem-solvingOrganizational skillsProactive managementWorkflow design